The player from Finland had deposited €25 at an online casino, expecting to receive a welcome bonus. However, the casino's 'Administrative' team had denied him the bonus. When the player sought clarification, the customer service had ended the chat abruptly. The player had filed a complaint, but we had explained that casinos reserved the right to restrict bonuses and close player accounts without specific reasons. Despite the player's dissatisfaction, the complaint was rejected.
ExciteWin Casino - Player was denied a welcome bonus.
Amount: €25
ExciteWin Casino
Safety Index:Very highSafety Index
Casinos with a Very high Safety Index are usually proven by hundreds of thousands of players while having zero or a small number of relevant complaints. We consider playing in casinos with a Very high Safety Index perfectly safe, as they have proven that they treat their players fairly.
Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
11 months ago
Public
Public
11 months ago
Translation
I deposited 25€ at the casino hoping that I would receive a welcome bonus. However, I was unable to activate the bonus and the customer service reps told me twice in a row that the bonus was not available to me because the "Administrative" people had decided so. They shut down the chat (They forced me to log out of the entire site) when I asked why I couldn't receive the bonus.
Automatic translation:
Public
Public
11 months ago
Dear kassuplayer6,
Thank you for submitting your complaint. I'm sorry to hear about the challenges you're facing.
Please understand that we cannot penalize the casino for revoking your bonus privileges. Casinos, as a general practice, reserve the right to restrict or close player accounts if they suspect irregular play, engage in questionable activities, or for no specified reason.
It's important to note that casinos are not obligated to provide bonuses, and the privilege of receiving them can be limited or withdrawn at any time without notice. While it would be ideal to inform players of new restrictions, unfortunately, it is not a standard practice. If you haven't placed any bets using your last active deposit, you should be entitled to a full refund.
Feel free to provide any additional information I may have overlooked. However, if not, I regret to inform you that I may have to reject your complaint as unjustified. I appreciate your understanding and look forward to your reply.
Best regards,
Petronela
Public
Public
11 months ago
Translation
I have to say that the biggest screw-up is that the bonus is advertised and not given. After the deposit, you have to recycle the money 1x and that's it. I hope these crap casinos get the reviews they deserve.
Automatic translation:
Public
Public
11 months ago
Please understand that the allocation of bonus rewards is entirely at the discretion of the casinos, and they have the authority to decide whether a player is eligible for bonuses or not.
I wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.
