BetRebels Casino - Pelaajalla on kotiutusesto epäselvän bonuksen vuoksi.

I made a deposit of €26 to BetRebels and played the entire deposit. At no point did I consciously choose or accept the casino bonus. The bonus was of no use, I just played normally with the amount I deposited.

When I later tried to withdraw my winnings (around €370), the withdrawal was blocked because a bonus with a wagering requirement had been added to my account. The customer service explained in the chat that it was an automatically added bonus that is awarded to players who make a deposit after a certain period of time.

The problem is that I was not aware of such an automatic bonus and did not understand that it would prevent withdrawals. Furthermore, I cannot find any information on the website about this promotion or its terms and conditions. I see an active bonus called "BetRebels Casino Manualbonusplan" in my account, but I cannot find this promotion or its terms on the BetRebels website.

I have reviewed both BetRebels' general terms and conditions and the casino's terms and conditions. They state the wagering requirements for bonuses, but I cannot find any terms and conditions for this particular bonus campaign or an explanation of how the bonus was activated in my account. The public pages also state for several campaigns that the bonus must be activated separately by accepting it when making a deposit.

I have asked BetRebels to investigate the matter and provide the terms and conditions of the bonus campaign in question, as well as the basis on which the bonus was added to my account. I am awaiting their official response, but I would also like to inquire whether this is in line with industry practice and whether others have had similar experiences.

Tein BetRebelsille 26 € talletuksen ja pelasin koko talletuksen. En missään vaiheessa tietoisesti valinnut tai hyväksynyt kasinobonusta. Bonuksesta ei ollut mitään hyötyä, vain pelasin ihan normaalisti vain tallettamallani summalla.

Kun myöhemmin yritin kotiuttaa voittoni (noin 370 €), kotiutus estettiin, koska tililleni oli lisätty bonus, johon liittyy kierrätysvaatimus. Asiakaspalvelu kertoi chatissa, että kyseessä oli automaattisesti lisätty bonus, joka myönnetään pelaajille, jotka tekevät talletuksen tietyn tauon jälkeen.

Ongelmana on, etten ollut tietoinen tällaisesta automaattisesta bonuksesta enkä ymmärtänyt sen estävän kotiutuksen. Lisäksi en löydä sivustolta mitään tietoja kyseisestä kampanjasta tai sen ehdoista. Tililläni näkyy aktiivisena bonus nimeltä "BetRebels Casino Manualbonusplan", mutta en löydä tätä kampanjaa tai sen ehtoja BetRebelsin verkkosivuilta.

Olen käynyt läpi sekä BetRebelsin yleiset käyttöehdot että kasinon ehdot. Niissä kerrotaan bonusten kierrätysvaatimuksista, mutta en löydä ehtoja juuri tälle bonuskampanjalle tai selitystä siitä, miten kyseinen bonus aktivoitui tililleni. Julkisilla sivuilla myös todetaan useiden kampanjoiden kohdalla, että bonus tulee aktivoida erikseen hyväksymällä se talletuksen yhteydessä.

Olen pyytänyt BetRebelsia tutkimaan asian ja toimittamaan kyseisen bonuskampanjan ehdot sekä selvittämään, millä perusteella bonus lisättiin tililleni. Odotan heidän virallista vastaustaan, mutta haluan samalla tiedustella, onko tällainen menettely alan käytäntöjen mukaista ja onko muilla ollut vastaavia kokemuksia.

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Dear hp96,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Were you aware that a bonus had been added to your balance before you began gameplay?
• Could you please provide a screenshot of your bonus history?
• Could you please forward your communication with the casino in relation to this issue? You can reach me via email at attila.g@casino.guru, or you can 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,

Attila

Hi,

I sent you an email.

• I didn't know, the bonus was added automatically after a win while playing, and not when I made a deposit. In the chat they said that I should have asked to remove the bonus before starting to play, but the bonus was only added while playing, so how was that possible? Should I have noticed it between spins?
• Sent by email
• Sent by email

Moi,

Laitoin sähköpostia sinulle.

• En tiennyt, bonus lisättiin kesken pelaamisen voiton jälkeen automaattisesti, eikä talletuksen yhteydessä. Chatissä sanoivat, että minun olisi pitänyt pyytää bonuksen poistamista ennen pelaamisen aloittamista, mutta bonus lisättiin vasta kesken pelaamisen joten miten se olisi ollut mahdollista? Spinnien välissäkö se olisi pitänyt huomata?
• Lähetetty sähköpostilla
• Lähetetty sähköpostilla

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Samuel (samuel.s@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Attila

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear hp96,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Samuel