The player from Germany encountered issues with receiving the correct bonus after depositing. Although he had registered for a 300% non-sticky bonus, he received a 100% sticky bonus instead. After reporting the issue, he faced unprofessional behavior from support and demanded either the correct bonus or a refund of his deposit. The Complaints Team was unable to proceed with the investigation due to a lack of response from him, resulting in the closure of the complaint. The player retained the option to reopen the complaint in the future.
Mafia Casino - Player's bonus activation is incorrect.
Closed
Our verdict
Player stopped responding
Amount: €375
Mafia Casino
Safety Index:HighCase summary
Discussion
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5 months ago
Translation
Good day dear casinoguru team
I registered via Wettformat, clicked the link, selected 300% instead of 100% and this was also available when depositing.
I clicked on the 300% bonus (deposit available with the bonus!! so it wasn't an error!) Then I was credited with the wrong bonus (NON STICKY!!!). The first supporter assured me that it would be corrected, but instead of correctly crediting me with the 300%, i.e. €375, non-sticky bonus (under Available Bonus), he simply activated the 100%! The supporter activated MY NON STICKY BONUS again with FULL REAL MONEY without asking for permission, etc., a huge cheek.
Because I already knew what was going on, I gave him a bad rating in the chat, then he blackmailed me into taking the rating away otherwise he wouldn't correct anything!
Everything with proof via chat log!
I then contacted support again, who then explained to me that it was my bad luck that their supporter had activated the bonus?? Huh? So let's summarize: you register, it says 300% available bonus, take it, get the wrong one, and instead of correcting it, the wrong bonus, which was NON-STICKY (EXACTLY WHAT IT WAS), is simply activated?? Then you get blackmailed in the chat??
This is exactly what you can see in the chat: the supporter admits that it was booked incorrectly (100% instead of 300%) and then how he activates my bonus and claims that it has to be like this, see the second chat log where it is said exactly that now I'm out of luck because the bonus is active, this is absolute fraud!
I would like to receive the 300% non-sticky bonus, i.e. €375, otherwise I want my deposit back. That's simply not possible!
Automatic translation:
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5 months 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 makes such a request, do not share any information.
We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
Dear player,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem with Mafia Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely:
- Could you please provide the link to the specific bonus you chose or share the screenshot with the bonus description?
- How did you initially claim the bonus? Have you chosen it when depositing €125? Were there any other bonuses available to choose from?
- Have you immediately noticed that the bonus was added incorrectly?
- Could you please share a screenshot from your bonus history?
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,
Natalia
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5 months ago
TranslationBonus was added later but not non-sticky...
I will avoid this casino simply because of the clear attempt by the two supporters to A) blackmail me B) not give me the bonus that was there for depositing - absolute disgrace!
Automatic translation:
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5 months ago
I’m very sorry but you haven’t answered all of my previous questions. Please check my first reply and try to assist. All requested information is essential if we wish to proceed with the case.
Alternatively, if you eventually received the bonus and the issue was resolved, please let me know.
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4 months ago
Dear abcvollbild,
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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4 months 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,
Natalia
Casino.Guru
