JugaBet Casino - Pelaajan bonusta ei myönnetä.

Hello, my complaint is mainly because this casino did not honor a bonus of 30 free spins for a deposit of $200.00 MXN.

The value of each spin in the promotion was $4.50 MXN

The support staff are contradicting themselves; one advisor tells me I didn't make the deposit correctly, and another advisor says I canceled the bonus myself. That's not what happened.

I informed several advisors that I made the deposit as indicated by the bonus option (activate and deposit to receive the transfers).

The advisors, in their contradiction, say that I didn't deposit directly from the deposit option in the bonus, BUT!! THE PLATFORM confirms the bonus I selected from any deposit button I chose. I sent them proof, and one advisor said to contact him later since their chat was having problems, and the other advisors only indicated that the responsible department confirmed that I didn't make the deposit as I should have, and then changed their response saying that I canceled the bonus from my account.

I sent proof of the selected bonus, the deposit, and the transaction log from my account, and it was confirmed that they received my deposit and immediately activated a bonus which they then canceled in seconds.

I have filed complaints with them because on other occasions they did not validate my earnings from other bonuses; they activate a report number for each complaint but then deactivate it themselves as resolved.

Hola, mi queja más que nada es por el.motivo de que esté casino no me hizo válido un bono de 30 giros gratis por un depósito de $200.00 MXN

El valor de cada giro en la promoción era de $4.50 MXN

El personal de soporte se contradice ya que un asesor me dice que no hice el depósito como es debido y otro asesor indica que el bono lo cancele yo. Cuando estoy no fue así.

Le informe a varios asesores que hice el depósito como me indico la opción del bono, (activar y depositar para recibir los giros)

Los asesores en su contradicción dicen que yo no deposite directamente desde la opción depósito en el.bono, PERO!! LA PLATAFORMA me confirma el bono que seleccione desde cualquier botón para depositar que yo seleccione, les envié pruebas y un asesor dijo que lo contactara más tarde ya que su chat tenía problemas, y los demás sensores solo indicaron que el departamento encargado confirmó que yo no hice el depósito como debería, y después me cambiarla respuesta diciendo que yo cancele el bono desde mi cuenta ,

Envié las pruebas del.bono seleccionado, el depósito, y el registró de transacciones que me da la cuenta, y ahí se confirma que reciben mi deposito y de inmediato se activa un bono el cual en segundos que cancela.

Eh presentado quejas con ellos ya que en otras ocasiones no validaron mis ganacias de otros bonos, ellos activan un número de reporte en cada queja pero ellos mismos la desactivan como resuelto.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

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

• Could you please specify how you activated the free spins bonus?
• How many deposits did you make to activate the free spins bonus?
• Can you see the bonus recorded in your bonus history? If so, kindly send me a screenshot of it.
• What is the current balance in your account? Have you started playing with your deposit even though your bonus was not activated?

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

Hi Veronika

Good morning, I activated the bonus with 30 free spins from the promotions section.

*Select the 30 free spins bonus

When you select it, press the activate button and then the deposit button to validate the spins.

The bonus remains active and appears as a reminder when going to the deposits section, not just directly from the bonus option.

The bonus wasn't recorded in my history because it wasn't validated with my deposit. Only a $200.00 bonus appears in the payment history, but I didn't receive it because it was canceled immediately. I only realized this when I checked the payment history.

*** I left my account balance at $0.00

Since I opted to withdraw after seeing the refusal from support, this option was not possible until I met the minimum bet of the deposit.

Of my deposit of $200.00, only $160.00 was returned.

The first advisor I spoke to about this asked me to make a new deposit of $200.00 to "verify" if I wasn't receiving the bonus payments, which I refused to do and asked him about the logic behind it.

I didn't know how to annoy you, or laugh at you.

Hola Veronika

Buenos días, el bono con 30 giros gratis lo active desde la sección de promociónes.

*Seleccione el bono de 30 giros gratis

Al seleccionarlo presionas el botón activar y posteriormente el botón de depósito para que se validen los giros.

El bono queda activo y este mismo aparece como recordatorio al momento de ir a la sección de depósitos, no solo director desde la opción del.bono.

**El bono no se registró en mi historial ya que no lo validaron con mi deposito, solo aparece un bono de $200.00 en el historial de pagos pero no lo recibí porque lo cancelaron inmediatamente, yo solo me si cuenta de ello al revisar el historial de pagos,

*** El saldo en mi cuenta lo deje en $0.00

Ya que al ver la negativa por parte de soporte opte por retirar, está opción no era posible hasta cumplir el mínimo de apuesta del depósito.

De mi depósito que hice por $200.00 re, apenas $160.0

Esto se del el primer asesor con el que hable al respecto me solicitaba hacer un nuevo depósito de $200.00 para "verificar" si no recibía los giros del bono, a lo cual me negué y le pregunte sobre la lógica de ello

No sabía molestarte, o reírme.

Thank you for your detailed explanation. I understand that this situation was frustrating, especially given the conflicting information you received from customer support.

After carefully reviewing all the information provided, we regret to inform you that we are unable to proceed with this complaint.

The key factor in this case is that the free spins bonus was never successfully validated by a qualifying deposit. The bonus did not appear as active in your bonus history, which indicates that it was not properly validated.

Please note that at Casino Guru, we can only intervene in cases where there is clear proof that a bonus was correctly activated according to the casino’s rules and was later unfairly removed, or where valid winnings were withheld. In this situation, such evidence is unfortunately missing.

As no confirmed winnings were confiscated and the bonus was not successfully activated, this matter falls outside the scope of what we can resolve through our complaint process. For these reasons, the complaint will be rejected. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible. Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern, or a new issue that needs to be looked into, our team is here and ready to support you.

Best regards

Veronika