The player from Greece encountered issues with a bonus offer as the second deposit of €170 was not credited after a loss. Despite reaching out to the VIP manager, he learned that his VIP level had been lowered, and subsequent chats and emails resulted in being told he was not entitled to any compensation. The complaint was closed due to the player's lack of response to further inquiries from the Complaints Team. No resolution was provided as the investigation could not proceed without the player's cooperation.
KinBet Casino - Player's bonus offer has been denied.
Closed
Our verdict
Player stopped responding
Amount: €170
KinBet Casino
Safety Index:Above averageCase summary
Discussion
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3 weeks ago
Translation
The vip manager had given me an offer for 2 deposits with 80 and 100% deposit refund with 20x turnover on both deposits..the second deposit of €170 was not credited to me when I lost..when I asked the vip and received a response 2 days later he told me now he can't serve me because they lowered my vip level and to contact the chat..in the chat they told me they can't help me and to send an email..in the email I received a response that unfortunately I am not entitled to anything
Automatic translation:
Public
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3 weeks 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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3 weeks ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Could you please clarify which bonus you intended to activate? Please post a link or promo code you used to activate the offer here in this thread.
- Did the casino clarify why the bonus wasn't credited to you?
- Have you already played with your deposit, please?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Attila
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2 weeks ago
Dear Michael19877,
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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1 week 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,
Attila
Casino.Guru
