888 Casino - Player's bonus eligibility is questioned.

I joined the casino and made a deposit following the claim bonus instructions. however after making the deposit the bonus wasn't available on my account. thought it might be a slight delay so I just played my credit which didn't last long don't think i had a win over £1.50.

anyway after I while I tried contacting support via chat however after waiting for 20 odd minutes I gave up. tried again over the next day or so still with no luck.

finally today I managed to chat with someone from support after another 15 minute wait. when I asked him why I hadn't received the free spins bonus against my deposit. he basically said very rudely that my account had been reviewed and i wasn't eligible for any promotions or bonuses. then left the chat no explanation nothing. absolutely disgusting. if i wasn't eligible for the bonus then they should not have taken my deposit simple as.

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Dear Ponjo65,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience.

From your description, it appears that you made a deposit with the expectation of receiving a bonus (free spins), which was not credited to your account. You were later informed by support that your account is not eligible for promotions, without prior notice or clear explanation.

I would like to clarify that casinos reserve the right to restrict or exclude players from receiving bonuses or promotions at their own discretion. This may include situations where a player is deemed ineligible for certain offers, even after registration.

However, if a bonus was actively advertised or available to you at the time of deposit without any visible restriction, this situation may require further review, especially in terms of transparency and fair communication.

To better understand your case, could you please provide the following:

• A link or screenshot of the bonus offer you used when making your deposit
• Any communication you had with the casino support regarding this issue
• Confirmation of whether the bonus was clearly shown as available in your account before depositing

This information will help us assess whether the terms were applied correctly or if there was any misleading presentation of the promotion.

Thank you very much in advance for your cooperation.

Best regards,

Petra

obviously I didn't take a screenshot of every activity process, therefore I don't have screenshots of the bonus. however I've attached screenshots of other bonuses shown as available to me. which according to the support agent I chatted with are not available because I'm not eligible for any bonuses.

therefore alone with the original bonus this complaint is about, shouldn't be shown on my account as available totally misleading.

as for the chat transcript again I don't take screenshots of it and for some strange reason I now can't even enter chat support it doesn't load. But I'm sure you keep records of every chat communication between members and support.... therefore you can clearly check this without asking me to supply evidence of the chat.

also please explain why I am not entitled to any bonuses even though they are clearly shown as available on my account.

please see attached screenshots, on several occasions i have tried to contact support via the message chat option on the site, but every time I'm now getting the same problem..

Dear Ponjo65,

Thank you for your reply and for providing the previous details.

• Are you able to provide the name of the bonus you were trying to claim with your deposit?
• What was the amount of your deposit?
• Have you received any communication regarding your eligibility for bonuses either before or after making your deposit?
• Additionally, could you provide any communication you have had with the casino? This may include screenshots, emails, or chat records. You can send all the documents to petra.h@casino.guru or upload your screenshots directly to the complaint thread.

Please bear in mind that without sufficient evidence, we are not able to proceed with the case.

Thank you again for your cooperation.

you are fully aware of the amount, bonus etc etc

just trying to make it difficult. close my account too much hassle for a £14 bonus.

I would just advise others to stay away from 888 casino total joke of a casino

Thank you for reply, and I’m truly sorry about your experience with the casino.

Please note that casinos reserve the right to grant, restrict, or exclude players from bonuses and promotional offers at their own discretion. In some cases, this may mean that a player becomes ineligible for a specific offer even after registration.

As I have not received a direct link to the bonus in question, I’m unfortunately unable to review the exact terms and conditions that may apply. Additionally, the page appears to be currently unavailable on my end, which makes it difficult to verify any specific requirements.

• To help us move forward, could you please confirm whether you would like to proceed with this complaint? If so, it would be very helpful if you could let me know how you originally accessed the bonus—whether through an email, during registration, or via another source. Since the offer is no longer visible on your side, this information will assist us in investigating the matter more thoroughly.

Thank you for your cooperation, and I look forward to your reply.

just close my account delete my contact details and do not contact me via any means.

total rip off joke casino

Ponjo65, please understand that casinos reserve the right to restrict or exclude players from receiving bonuses. As I have not received a direct link to the specific bonus in question, I’m unfortunately unable to review the exact terms and conditions that may apply. Additionally, the page currently appears to be unavailable on my end, which makes it difficult to verify any specific requirements.

• Please let us know if you would like us to close this complaint in our system, or if there is anything further we can assist you with.

Thank you in advance for your reply