The player from Spain filed a formal complaint against OneCasino for not applying the promised welcome bonuses after making four deposits totaling €450. Despite submitting evidence, including screenshots, there was no response from the casino after 48 hours. The complaint was resolved by determining that the player continued to play with the deposited funds despite the bonus not being credited, which was considered acceptance of standard gameplay conditions. Consequently, the casino was not required to retroactively apply the bonuses or compensate for the lost funds. The complaint was closed based on the complaint evaluation policy.
One Casino ES - Player's bonus claim has been ignored.
Closed
Our verdict
Unjustified complaint
Amount: €400
One Casino ES
Safety Index 9.8 Very highCase summary
Discussion
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2 months ago
Translation
Good afternoon,
I am opening this formal complaint against OneCasino / FPOOCL SA for not applying the welcome bonuses promised on their platform.
During my registration and initial deposits, the promotion indicated a 100% bonus up to €100 per deposit. I made four deposits totaling €450. According to the promotion, deposits within the promotional limit should have generated up to €400 in accumulated bonuses.
Attached are screenshots showing:
When selecting PayPal as the deposit method, the system indicated a €100 bonus, without any warning of exclusion of this method.
The four PayPal charges corresponding to my deposits.
After sending this information to the casino, they told me I would receive a response within 24 hours, but more than 48 hours have passed without a reply.
I request that you review my case and apply the corresponding compensation in accordance with the advertised promotion, since the information on the platform was misleading and the advertised offer has not been honored.
I await your review and response.
Sincerely,
Hector
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2 months ago
Important notice:
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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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2 months ago
Hello,
Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.
- Did you start playing with your deposited funds despite the bonus not being credited to your account?
- Did you contact customer support immediately after noticing that the bonus had not been credited to your account, or only later?
- What is the current balance in your casino account?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
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2 months ago
TranslationHi Veronica,
Thank you for your message. I will answer your questions:
Did you start playing with the funds?
Yes, I used the funds I deposited through PayPal, but the corresponding welcome bonus was never credited to my account.
When did you contact customer service?
I contacted customer service immediately after realizing the vouchers hadn't been credited. I've attached the emails we exchanged as proof of our communication.
Current casino account balance:
Currently, my account balance is 0 zero.
I have also attached the screenshots that show:
The 4 deposits made through PayPal
The promotion indicates a €100 bonus
The bonus was never credited to my account.
I await your review and guidance on how to resolve this issue.
Sincerely,
Hector
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2 months ago
TranslationHello,
I have attached additional evidence regarding my claim against OneCasino.
The casino states in its latest email that "no bonuses apply to deposits via PayPal."
However, a screenshot from their own platform at the time of my deposits shows that there was no PayPal exclusion notice, and the system indicated a €100 bonus per deposit.
This proves that the information provided by the casino is false or misleading, and strengthens my claim for the corresponding bonuses to be credited to the four deposits made (€400 in total).
I've attached the screenshots:
€100 PayPal voucher (no exclusions)
Email from the casino saying that PayPal does not apply
I await your review and guidance for the resolution of this case.
Sincerely,
Hector
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2 months ago
Dear hectorcamorra8,
Thank you for providing all the additional information and supporting evidence.
After carefully reviewing your case, we regret to inform you that we are unable to proceed with your complaint. While we understand your concerns regarding the bonus not being credited, it is important to note that you chose to continue playing with your deposited funds despite the bonus not being applied to your account. In such situations, if a bonus is not credited as expected, players are advised not to play and resolve the issue with customer support before proceeding. By deciding to play with the deposited funds without any active bonus, the gameplay is considered as accepted under standard conditions. Because of this, we are unfortunately unable to request that the casino retroactively apply bonuses or provide compensation for the lost funds.
We understand this may be disappointing, especially if the promotion was unclear. However, based on the circumstances and our complaint evaluation policy, we cannot hold the casino responsible in this case.
Thank you for your understanding.
Best regards
Veronika
