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I have been awarded with a freebet of 108€ on aviator wich i tried to use without success.

i contacted the support team looking out for any help because i has previous freebets on aviator (18,36)€ wich worked fine.

the suport team told me to say some details about What appened And to wait Max 24h wich i did.

i received a response via email today wich said that the problem was solved And My freebet was available, when i opened aviator again the problem was still there, there wasn’t any WAY possible for me to use the freebet.

i reached out again to suport wich this time they said that i needed to make a deposit in order to use a freespin that was ALREADY CREDITED, And in this casinohouse you can only use freebets our bónus balance when you spend ALL you real balance wich Made me Wonder Why would i make a deposit. I asked that to te support assistant And be said that that was the only WAY i could use that free net.

meanwhile today e got another promo in My email, this time was another freebet on aviator in the value of 144€. This was not diferent from the Other, nome of them could be used.

redirect myself again to the support And i was blown away by the staff who told me " your bónus has expird". How could a bónus credited Half na hour before expire? When in the email says that the bónus expires in 7 days.

i want help of anyone in this casino who is Willing to help me And not try to Run away when dont know What to do.

otherwhise this casino house is just another house who tries to lure people to freebet scams.

Dear olecramz145,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Bet Andreas Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please explain how the casino initially informed you about the bonus offer? Would you be able to share a screenshot or the email of the bonus offer?
• Could you please explain in more detail what actions you had to do to activate the bonus itself? (contact support, tick a box, push an 'accept' button)
• Could you please share with me your communication with the casino regarding the bonuses and the need to deposit? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

i received na email regarding the 108 and 144 bónus on aviator, i had received 2 previous offers exactly the same but diferent values (16€ and 36€) wich worked without a problem ( and without any deposits)

The bonuses were just credited, no deposits needed.

i Will send to your email transcriptions that i can find and also the bónus message.

Thanks for your reply and email.

• Did the casino fix the issue and credited you the bonus according to the expectations or provided you with any alternative?
• Did the casino clarify whether you need to deposit in order to be eligible for the bonus?

The casino didn't answer me anymore, I tried 3 more times to open a ticket with the support assistants and they all asked me for information such as :

device on which the error occurred

date and time

application or website

no reply to date, the bonuses have now expired.

O casino não me respondeu mais, tentei por mais 3 vezes abrir um Ticket no com os assistentes do suporte e todos eles me pediram as informações tais como :

dispositivo que aconteceu o erro

data e hora

aplicacao ou site

nenhuma resposta até hoje, os bónus neste momento já expiraram.

Thank you very much, olecramz145, for providing the necessary information. I will now transfer your complaint to my colleague Katarina (katarina.d@casino.guru), who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear olecramz145,

My name is Katarina, and I will be assisting you in solving this case. I am sorry for the situation you found yourself in.

Now, I would like to invite Bet Andreas Casino representative to join this conversation.

Dear Bet Andreas Casino, could you please provide more information about this case?

Looking forward to your reply.

Hello, Dear olecramz145 and Casino Guru!

We are sorry that you have a negative impression of our service. We do our best to help our customers and understand any situation. 

We have checked that when you contacted support you were advised to use a VPN (e.g. VPN Latvia). Did you follow these recommendations?

Please send us to sermsupport@betandreas.com screenshots where you can see that you have been awarded free bets in the Aviator game in the amount of €108 and €144.

Also in the letter specify the date and time when the error occurred, whether you used VPN, if yes, what country was selected, operating system version, and attach screenshots or video of the screen where the errors of using free bets were visible.

We'll pass on this information to our team and they will look into the issue further.

Have a nice day!

Best regards, BetAndreas.

Dear Bet Andreas Casino,

thank you for your prompt response.

Dear olecramz145,

Please submit the necessary documents to the casino as per their instructions at your earliest opportunity. Kindly keep us informed of any updates.

Dear olecramz145,

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.

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,
Katarina
Casino.Guru