EstrelaBet Casino - Player reports fraudulent promotion.

This promotion is false. I've been playing for days, and the Cashback hasn't been returned. The promotion said I would get 10 free spins with 10 titles, but it was a lie. I've been complaining for days, and the bonus hasn't been credited. I bought the titles as the rules mentioned there would be a draw on the 6th and 7th, but the casino states a different date that doesn't match the one from SUSEP. I want all my money back because this is a fraud.

Dear Deivili1109,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify your situation.

Could you please send me the exact link to the promotion you activated and played with? Ideally, include the Terms and Conditions of this promotion as well.

Did you make sure to activate the bonus before you participated in it?

Have you contacted customer support after your cashback bonus was not credited to your account? What was their reply?

Have you received any promotions from this casino before?

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

Sim

Could you please specify how you accumulated the 10 titles connected with the promotion?

What types of games did you play with this promotion?

Have you contacted customer support to inquire about the status of your cashback bonus?

Dear Deivili1109,

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.

This casino is a fraud, I'm trying to withdraw and they cancel, 2

I want to get my money back and close my account

Thank you very much, Deivili1109, for providing all the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear Deivili1109,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

Since EstrelaBet Casino hasn’t registered their representative account on our platform yet, they can’t respond directly in this thread. However, I’ve reached out to their representative through their official email address regarding your issue and am currently awaiting their response. I’ll keep you updated here as soon as I have any news. 

Thank you for your understanding and patience!

Best Regards,

Kubo

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Deivili1109,

I have repeatedly tried to contact the casino but have had no success. Unfortunately, without cooperation from their side, there is little that can be achieved.

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond, we will reopen the complaint and notify you by email.

In the meantime, I recommend contacting the Curaçao Gaming Control Board Licensing Authority and submitting a complaint through their official contact form at https://www.gamingcontrolcuracao.org/contact. Please ensure you include the name of the casino's operator in your complaint, as missing this information may result in the complaint being considered inapplicable. The Gaming Authority has more options and tools to assist players.

You can find more information on how to properly submit a complaint to the regulator at https://casino.guru/submitting-complaints-to-regulators.

Please let me know if you need help with submitting the complaint or if you receive a response from the regulator by emailing me at jakub.m@casino.guru.

I am sorry I could not be of more help on this occasion.

Best regards,

Kubo