One Casino ES - Pelaajan bonusvaatimusta ei ole huomioitu.

Good afternoon,

I am opening this formal complaint against OneCasino / FPOOCL SA for not applying the welcome bonuses promised on their platform.

During my registration and initial deposits, the promotion indicated a 100% bonus up to €100 per deposit. I made four deposits totaling €450. According to the promotion, deposits within the promotional limit should have generated up to €400 in accumulated bonuses.

Attached are screenshots showing:

When selecting PayPal as the deposit method, the system indicated a €100 bonus, without any warning of exclusion of this method.

The four PayPal charges corresponding to my deposits.

After sending this information to the casino, they told me I would receive a response within 24 hours, but more than 48 hours have passed without a reply.

I request that you review my case and apply the corresponding compensation in accordance with the advertised promotion, since the information on the platform was misleading and the advertised offer has not been honored.

I await your review and response.

Sincerely,

Hector

Buenas tardes,

Abro esta reclamación formal contra el casino OneCasino / FPOOCL S.A. por la no aplicación de los bonos de bienvenida prometidos en su plataforma.

Durante mi registro y primeros depósitos, la promoción indicaba un bono del 100% hasta 100 € por depósito. Realicé cuatro depósitos por un importe total de 450 €. Según la promoción, los depósitos dentro del límite promocional deberían haber generado hasta 400 € en bonos acumulados.

Adjunto capturas que muestran:

Que al seleccionar PayPal como método de depósito, el sistema indicaba un bono de 100 €, sin ningún aviso de exclusión de este método.

Los cuatro cargos de PayPal correspondientes a mis depósitos.

Tras enviar esta información al casino, me indicaron que recibiría respuesta en un plazo máximo de 24 horas, pero ya han pasado más de 48 horas sin contestación.

Solicito que revisen mi caso y apliquen la compensación correspondiente de acuerdo con la promoción anunciada, ya que la información en la plataforma inducía a error y no se ha respetado la oferta publicitada.

Quedo a la espera de su revisión y respuesta.

Atentamente,

Héctor

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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.

• Did you start playing with your deposited funds despite the bonus not being credited to your account?
• Did you contact customer support immediately after noticing that the bonus had not been credited to your account, or only later?
• What is the current balance in your casino account?

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