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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ElitBet Casino
Safety Index:HighCase summary
Discussion
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3 weeks 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 weeks ago
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2 weeks 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
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2 weeks ago
TranslationI asked them what we were doing, since my colleague was wrong and if they would apologize to me. I got answers like: "This is the information and if you have any other questions, we will be happy to help you." I changed this slightly and on the 3rd or 4th time, asking the question: "Will they at least apologize to me?", I literally only got an "sorry" on the phone.
I don't think I need to ask for anything, given that he said it himself, that the colleague only forgot to mention 35 and made a mistake.
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2 weeks ago
TranslationThe problem arose because of the possibility of choosing between two bonuses. Due to misleading information that was provided to me, I chose one bonus, which resulted in missing the opportunity to take advantage of the other, which offered a specific number of free spins on a specific game without the requirement to roll over the winnings. I believe that this is not just a mistake, but rather a targeted strategy. It is unrealistic to expect that 875 euros can be rolled over with 15 euros. Such an assumption would be extremely optimistic. The fact that I had to insist on even an apology does not dispel my doubts about the correctness of the situation.
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1 week ago
Thanks for sharing your point of view and for your patience.
- Have you decided to play with the bonus after it was activated?
- Were the specific bonus terms for the bonuses not available to you before you chose between them?
- Was wagering information missing from either the bonus terms and conditions?
- Was the live chat your only source of information about the particulars of each bonus?
Please let me know.
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1 week ago
TranslationNo further information was provided regarding the wagering requirements. It was only noted that the wagering requirement must be met before the bonus winnings can be withdrawn. As a result, I contacted customer service via live chat, where I was initially given misleading information and then ignored. 
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5 days ago
Thanks for the explanation.
- Have you decided to play with the bonus after it was activated?
- What's the status of the bonus and your deposit at this time?
