The player from Spain files a formal complaint against OneCasino for not applying the promised welcome bonuses after making four deposits totaling €450. Despite evidence submitted, including screenshots, there has been no response from the casino after 48 hours.
One Casino ES - Player's bonus claim has been ignored.
Opened
Current status
Waiting for Casino Guru to reply
5d 3h 1m 19s
One Casino ES
Safety Index:Very highCase summary
Discussion
Public
Public
3 days 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
Automatic translation:
Public
Public
2 days 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.
Public
Public
2 days 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
