The player from Bulgaria receives misleading information regarding the wagering requirements of a €25 cash bonus after a €15 deposit at the online casino. Despite multiple attempts to clarify the conditions through live chat, email, and phone, she discovers that the actual wager requirement is €875, not the previously stated amount.
ElitBet Casino - Player faces confusion over bonus wagering requirements.
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6d 21h 26m 29s
ElitBet Casino
Safety Index:HighCase summary
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19 hours ago
Translation
Hello, today I made a deposit of €15 at the online casino, where a wheel opened for me and from it I won a €25 cash bonus. I tried to carefully read the terms and conditions for this bonus, but I only found general explanations and examples. For more detailed information, I decided to contact the live chat. There I received a misleading answer that the bonus amount must be wagered once in order for the money in my account to become withdrawable. After activating the bonus, it turned out that I had to wager €875. I tried to contact the chat again, I also wrote an email, but I received unrelated answers or none at all. Then I called the phone number provided on their page. After a long discussion, they explained to me that the colleague had made a mistake by failing to mention 35, for which they apologized, and only after I asked what to do after she made a mistake. This was the information they could provide me at this stage. The conversation was recorded on both their side and mine.
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2 hours ago
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2 hours ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with ElitBet Casino.
Please allow me to ask you a few questions so I can better understand the situation.
- Could you please explain what your intention is with the bonus going forward?
- Have you asked the casino to cancel the bonus? Have you asked the casino to refund your deposit?
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
