The player from Bulgaria made multiple deposits to trigger a promotional bonus and reported that the deposits were recorded in his gaming account, but the bonus was not credited. He asked why the bonus had not been received despite repeated attempts. The Complaints Team requested more information and communication records to investigate the issue further. However, due to the player's lack of response to these inquiries and reminders, the complaint was closed without resolution. The player was informed that he could reopen the complaint if he chose to resume communication.
Bet Casino - Player’s bonus was not credited.
Closed
Our verdict
Player stopped responding
Amount: 10 лв
Bet Casino
Safety Index:LowCase summary
Discussion
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4 months ago
Translation
I made a deposit and Nemi reported it to the gaming account and I make a deposit several times for a bonus but I don't receive it.
Automatic translation:
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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 does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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4 months ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Bet Casino.
Please allow me to ask you a few questions so I can better understand the situation.
- Could you please clarify which bonus you were hoping to receive?
- Did the casino provide any explanation about why the bonus wasn't credited?
- Have you made any previous deposits to the casino prior to the incident? When exactly?
- Have you received any bonuses from the casino in the past? When exactly?
- Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
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3 months ago
Dear ristemagareo,
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
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Tomas
Casino.Guru
