Betsio Casino

Case summary

The player from Brazil received a bonus, but it was canceled automatically when he changed games, despite having fulfilled the requirements. He sought assistance, arguing that the casino could not retract a bonus that had been granted to him, regardless of any system error. The issue remained unresolved as the player did not respond to the Complaints Team's requests for clarification, leading to the rejection of the complaint.

Discussion

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dsdasd

Platinum

Brazil

Public

7 months ago

OriginalTranslation

i received an email informing me that i was credited with a bonus, so far so good, i entered the site activated the bonus won 86 BRL bonus and i was playing to fulfill the requirements, i changed the game at a certain time and simply the bonus was automatically canceled by them, since i would surely be able to fulfill this rollover, so i contacted them, and simply said that it was a bonus granted by error (tournament) but i have no fault of system error or bonus issue, if it was given to me can not be taken. I wasted my time playing and my feeling of winning, guru casino help me solve this!

Automatic translation:

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Veronika

Complaint Resolution Center Deputy Team Lead

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7 months ago

Dear leandrog532,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue you’re facing.

To assist you more effectively, may I kindly ask for a few clarifications:

On what date and time did you receive the email about the bonus? Was it a free bonus, or did it require a deposit to claim?
What was your account balance before receiving the bonus? After the casino realized the bonus was sent by mistake, did they return your original balance?
Could you please forward the communication you had with the casino regarding the bonus cancellation? My email address is [email protected]. Alternatively, you may post screenshots of the chat communication here.
Did you participate in the tournament that was supposed to trigger the free spins?

Once we have this information, we’ll be in a better position to look into your case and hopefully help you reach a fair resolution.

Thank you in advance for your reply.

Best regards,

Veronika

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Veronika

Complaint Resolution Center Deputy Team Lead

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7 months ago

Dear leandrog532,

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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Veronika

Complaint Resolution Center Deputy Team Lead

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7 months ago

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

Betsio Casino - Player's bonus has been confiscated.

Player stopped responding

Amount: 2,400 R$

Case summary