The player from Norway had been playing regularly but suddenly could not activate any bonuses. Despite her prior satisfaction, the casino provided unhelpful and random responses to her inquiries regarding the issue. We informed her that casinos were not obligated to offer bonuses or loyalty rewards and could exclude players from such programs without notice. Due to the player's lack of response to our messages and reminders, the complaint was closed without further investigation. The player retained the option to reopen the complaint if she chose to resume communication.
Verde Casino - Player is facing issues with bonus activation.
Closed
Our verdict
Player stopped responding
Amount: 10,000 kr
Verde Casino
Safety Index 9.4 Very highCase summary
Discussion
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3 weeks ago
I been playing every day for months -I was satisfied with them. Suddenly there is an error, I can’t activate any bonuses. None. Zero. They won’t help, only gives me randomly answers. They do not reward active players-they punish them.
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3 weeks ago
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3 weeks ago
Dear Kjeksa,
Thank you very much for submitting this complaint. I'm sorry to hear about your problem. We regret to inform you that we are unable to compel casinos to upgrade your player's status or suggest that they provide you with loyalty rewards. A bonus is essentially a gift from the casino, and it's up to the casino to determine if you qualify for it and what rules apply. It is important to note that casinos are not obligated to offer any benefits to their players and may exclude individuals from their loyalty program without prior notification. While we understand the importance of keeping customers informed about any changes that may impact their player experience, we do not intervene in these matters and allow casinos to make their own decisions regarding who receives loyalty rewards and who does not. I apologize for not being able to provide more assistance in resolving this case. Please let me know if there is anything else I can assist you with, or if this complaint may be closed.
Thank you for your understanding.
Best regards,
Attila
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2 weeks ago
Dear Kjeksa,
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
