CryptoLeo Casino - Japanese player misled about welcome bonus.

I feel misled by the information provided about the initial deposit bonus.

I checked both the general terms and conditions and the bonus terms and conditions, but there was no mention that deposits from Japan are exempt from the welcome bonus.

Even after bringing this up, they were not willing to handle the situation sincerely.

The terms and conditions for the welcome bonus state that the bonus is automatically credited.

Neither the general terms and conditions nor the bonus terms indicate that deposits from Japan are excluded.

Despite this, the live chat representative told me that I am ineligible for the bonus.

When I asked them to provide evidence, they referred me to irrelevant parts of the terms and conditions.

I would like to see the rating of this casino site lowered.

Dear kassan7,

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

We help the players whose winnings from a bonus were void due to them not being eligible for the bonus, however, if the casino refuses to give a bonus, we can't compel them to give you this bonus.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Have you asked for your deposit to be refunded due to not receiving a bonus?
• Have you played down the deposit made to the casino?
• Was this your first deposit in the casino?
• Could you please share your communication with the casino? Send emails or chat transcripts to my email at [email protected], or post screenshots here

Thank you very much in advance for your reply.

Best regards,

Tomas

Dear kassan7,

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.

I have not requested a refund and have kept the deposit amount to the default amount.

This is your first deposit into the casino.

I'll have to search a bit to see if there are any transactions left, but they're welcome bonuses.

Even though Japan was not excluded from the target market, they responded in this way after the payment was made.

Thanks for the reply.

We would recommend you either request a refund of your deposit request an alternative bonus as compensation, or play with the deposited funds normally. according to the casino rules:

2.6. In order to make a withdrawal, a player must play through active deposited amounts at least 3 times prior to withdrawal. (...)

I am sorry we weren't able to help. Please let me know if any other circumstances would support your case, otherwise, I'll close your complaint.

Dear kassan7,

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.

Dear kassan7,

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.