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I was notified by email that if I made a deposit of at least 10 usd, I would receive a bonus of 20.00 usd. Using the POKER20 code. I made the deposit according to the attachments and did not receive my bonus, I contacted via chat and email but no one solved my problem.

Fui notificado por e-mail que se fizesse um deposito de no minimo 10 usd, receberia um bonus de 20,00 usd. Utilizando o código POKER20. Realizei o deposito conforme os anexos e não recebi meu bonus, entrei em contato via chat e email mais ninguem resolveu meu problema.

Dear DaianeSA,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please could you specify if you have redeemed any Deposit Bonuses from this casino in the past? Have you received a promotional offer from the casino directly, or from a third-party website? What was the exact reason why a promotional offer couldn’t have been applied to your account? 

Meanwhile, please understand, that we can’t penalize the casino for not giving you a bonus automatically.

Thank you in advance for your reply and I hope we will be able to help you as soon as possible.

Best regards,

Petronela

I have already redeemed some welcome bonuses, the email I receive is direct from the casino, they are the promotions they offer to encourage users to make deposits on the platform. It is very dishonest for them to do this, offer a bonus and then not distribute, this can be considered MISLEADING ADVERTISING in BRAZIL. According to our Consumer Protection Code (CDC):

Art. 37. Any misleading or abusive advertising is prohibited.

§ 1. Any form of information or communication of an advertising nature, wholly or partially false, or, in any other way, even by omission, capable of misleading the consumer regarding the nature, characteristics, quality, quantity, properties , origin, price and any other data about products and services.

Eu ja resgatei alguns bônus de boas vindas, o email que recebo é direto do casino, são as promoções que eles oferecem para insetivar os usuários a fazerem deposito na plataforma. É muito desonesto eles fazerem isto, oferecem um bônus e depois não distribuir, isso pode ser considerado PROPAGANDA ENGANOSA no BRASIL. Segundo nosso Codigo de Defesa do Consumidor (CDC):

Art. 37. É proibida toda publicidade enganosa ou abusiva.

       § 1° É enganosa qualquer modalidade de informação ou comunicação de caráter publicitário, inteira ou parcialmente falsa, ou, por qualquer outro modo, mesmo por omissão, capaz de induzir em erro o consumidor a respeito da natureza, características, qualidade, quantidade, propriedades, origem, preço e quaisquer outros dados sobre produtos e serviços.

Have you been advised why the promotion wasn't available for you personally? Are your funds still untouched inside the casino account?

Will you be able to help??? Because I've already told you everything that happened. These crooks tricked me, made me deposit in the promise that they would give me bonuses and they didn't fulfill it.

Vam poder ajudar??? Porque eu já falei tudo que aconteceu. Esses bandidos me enganaram, fizeram eu depositar na promessa que me dariam bônus e não cumpriram.

Could you please advise if your deposited funds are still untouched inside your account? Additionally, please forward the original promo email to petronela.k@casino.guru. Thank you in advance.

They paid me the Bonus already, thanks for helping.

Eles me pagaram o Bônus já, agradeço a ajudar.

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, DaianeSA, for your cooperation and confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Petronela

Casino.Guru