The player from the Czech Republic complained that FORBES casino provided misleading information regarding the Birthday Bonus offer, despite her having met the conditions for it. The support team was unresponsive and offered limited communication, ultimately stating that the bonus was only for active accounts. The issue was resolved when the casino sent an apologetic message with the added birthday bonus, but the player discovered it too late and forfeited the bonus. The player decided to permanently cancel her FORBES casino account.
Forbes Casino - Player’s bonus claim is denied.
Amount: 1,111 Kč
Forbes Casino
Safety Index:HighSafety Index
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8.7
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
1 month ago
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2 months ago
Translation
FORBES casino provides misleading and false information about the Birthday Bonus offer. I met all the stated conditions to receive the bonus and did not get it. Support is unresponsive and communicates very briefly. In the end, I was told that the bonus is only for active accounts.
Automatic translation:
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2 months ago
Dear retizak,
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.
- When did you create your casino account?
- Could you please confirm that you have passed the KYC verification?
- Could you please share the bonus terms and conditions?
- Could you please share your communication with the casino regarding the birthday bonus? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Dominika
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2 months ago
Dear retizak,
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.
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2 months ago
Translation
I already sent the answer to the email you mentioned on 31.8.2024.
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2 months ago
Translation
The casino sent me an apologetic message (with an added birthday bonus) on their website messages on 9/2. However, I did not receive a notification either by e-mail or SMS, so I discovered it only today after logging into already. account According to customer support, the bonus was forfeited. This resolved the situation and I am permanently canceling my Forbescasin account.
Automatic translation:
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2 months ago
Dear retizak, do you need any further assistance, or can we consider this case resolved?
