The player from Germany had deposited 60 euros expecting a promised 200% bonus and 200 free spins, but did not receive the bonus after the deposit. Despite having confirmed the bonus validity prior to depositing, the casino later stated it was no longer valid. The Complaints Team explained that the casino had the discretion to grant bonuses and, since the deposit had been used for play, it was not possible to credit the bonus or refund the deposit. Consequently, the complaint was closed as no further recourse was available.
Neon54 Casino - Player’s bonus has not been credited.
Closed
Our verdict
Other
Amount: €200
Neon54 Casino
Safety Index:Very highCase summary
Discussion
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4 months ago
Translation
I was promised a bonus and didn't get it.
I deposited 60 euros and was supposed to get 200% and 200 free spins. I wrote there beforehand to ask if the bonus was the most current and they agreed to it. After I deposited, I no longer received the bonus and they then told me it was no longer valid.
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4 months ago
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4 months 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 tried to activate? If possible, please post a link or promo code that was supposed to activate the bonus.
- Have you played with any deposit bonuses before?
- Have you already played with the deposit that was supposed to activate the bonus?
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,
Kristina
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4 months ago
TranslationI have made bonus purchases several times. I asked the support if the bonus act
iv is from the same day, he passed it on and waited for an update. Then he wrote that I could book it because it was active. I then paid in 50 euros, I made a mistake with 60 euros, sorry. Then I saw that I hadn't been credited with the bonus. I then wrote to support again and they suddenly told me that it wasn't active.Automatic translation:
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4 months ago
Thank you very much for your reply. Could you please clarify if you have already played with the deposit?
Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.
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4 months ago
TranslationI reported this before I started playing.
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4 months ago
TranslationI also asked whether the bonus was still active before I deposited...and they told me yes, I could have and use the bonus. When I booked it and didn't receive it, I immediately contacted support and they told me it was no longer active.
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4 months ago
I’m very sorry, but you haven’t provided the information I requested. Please check my last reply and try to assist. All requested information is essential if we wish to proceed with the case. Thank you in advance.
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4 months ago
TranslationI did send it... when they said the bonus was no longer active, I wanted my money back, but they said no because the wagering requirement hadn't been met... then I played.
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4 months ago
TranslationYes, I didn't get my 50 euros back. I said after I didn't receive the bonus that I wanted my 50 euros back, but they said no, and only then did I play... not before.
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4 months ago
Angela1933, I understand how disappointing it can be when a bonus is not granted. However, it is important to note that most online casinos can decide, without further explanation, not to award a bonus. A bonus is essentially a gift from the casino, and it's up to the casino to determine if you qualify for it. For this reason, we can't compel the casino to give you this bonus or penalize it for refusing to grant it to you.
Since your deposit, which was supposed to activate the bonus, was used for playing, it's technically impossible to credit you a bonus related to said deposit. If you happen to find yourself in a similar situation in the future, you can opt to request a refund of unspent funds due to the bonus not being credited. However, it will depend on the refund policy of a specific casino.
Since we can offer no further recourse in this situation, the complaint will be closed. 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 issues with any online casino in the future.
