The player from Italy faced an unpleasant situation with the casino after making a €75 deposit, during which she received a casino bonus. She felt mocked and defrauded by the casino but did not provide further details about the issue. The complaint was closed and rejected based on her explicit request, as she chose not to pursue further assistance despite the ongoing issues with the bonus activation.
Bankonbet Casino - Player feels defrauded by the casino.
Closed
Our verdict
Other
Amount: ??
Bankonbet Casino
Safety Index:Very highCase summary
Discussion
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4 months ago
Translation
Good morning, I'd like to highlight a rather unpleasant situation I encountered with this casino. What I'm telling you is a matter of principle and partly because I feel mocked and defrauded by the casino itself. I'll proceed step by step: I make a deposit of €75 on Monday and receive a casino bonus.
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4 months ago
Important Notice:
Casino.Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information.
We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.
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Dear Valospid,
Thank you very much for submitting your complaint. Unfortunately, based on the current description of events, I’m not able to assist you with this case, and I will definitely need more information.
Could you please elaborate?
I will be patiently waiting for your reply.
Best regards,
Katarina
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4 months ago
TranslationGladly, this is the bonus that was awarded to me
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4 months ago
TranslationThis bonus, when I can activate it, which is the one they assigned to me after the €75 top-up, as previously mentioned, gives me this screen
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4 months ago
TranslationThe second screenshot proves that I have no open bets on my account, so they should have automatically activated the bonus they'd assigned me. When I requested activation of the bonus through Customer Service chat, they made up a load of bullshit, telling me that this bonus doesn't exist, that it's gone, that it can't be activated, and so on. I felt cheated, and in a certain sense, even scammed, not so much by the bonus itself but by the casino's approach. You first have to top up, then give it a promo, do whatever you need to do, and then go and activate the promo. They deceive you by making up trivial and unnecessary excuses. I've written to you to make you aware of this unpleasant situation, also because they'll surely continue to do it, just as they did with me, even with other people. From the moment they offer bonuses or promos and then make up excuses, they cling to some technicality in the rules. It would be good if someone, or rather, in this case, you, intervened to protect the casino's interests and transparency towards players.
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4 months ago
Dear Valospid,
thank you for the explanation.
- Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
- Is this bonus sports betting related?
- Could you please forward all communications you have had regarding this matter with the casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.
Kindly notify me here in the thread once the email has been sent.
Looking forward to your reply.
Katarina
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4 months ago
TranslationThis bonus is related to the top-up you make weekly. By top-uping by X euros, you'll receive free spins and a bonus on the top-up. The problem is that when you go to activate it, they make up excuses and don't activate it. I've noticed that this type of game at various casinos is a bit like a decoy. When you go to request activation, in compliance with the terms and conditions, they tell you either it doesn't exist or that they're no longer available. My only mistake is that I requested the bonus both times for activation via chat, not email. As soon as the situation occurs, they provide you with the email address. In any case, you can investigate this situation. It's very, very misleading.
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4 months ago
Dear Valospid,
thank you for your reply.
Have you forwarded your communication with casino support to my email, please? I was not able to locate it. Could you please forward it at your earliest convenience? My email is katarina.d@casino.guru. Kindly include emails, live chat transcripts, and any accompanying screenshots.
Kindly notify me here in the thread once the email has been sent.
Looking forward to your reply.
Katarina
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4 months ago
Dear Valospid,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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4 months ago
TranslationI haven't had any emails, but I've always spoken in chat. I understand the situation is complex, but if you can, monitor the situation. They're using bonuses as a decoy.
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4 months ago
Dear Valospid,
thank you for your reply.
Please provide the link pertaining to the bonus in question.
Could you please ask casino support for live chat transcripts from the and forward them to us?
It is important to understand that substantiating your claim against the casino necessitates the provision of supporting documentation. Kindly re-engage with casino support to request a comprehensive explanation regarding the denial of your bonus awards.
Looking forward to your reply,
Katarina
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3 months ago
Dear Valospid,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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3 months ago
Dear Valospid,
thank you for your message.
In accordance with your instructions, we are closing and rejecting this complaint based on the player's explicit request. We regret that we were unable to provide further assistance in this matter. Please do not hesitate to contact us in the future should you encounter any issues with this or any other casino, as we are always available to assist you.
All the best,
Katarina
