Claim for promotion and transfers not credited to ECUABET

Unlimited spins promotion not credited and conditions informed after deposit

Hello.

I received a promotion stating that a deposit of $5 or more would get me 1 minute of unlimited spins on the Caramelo Sortudo slot. Based on that promotion, I made a $20 deposit on June 21, 2026.

After making the deposit, I received the corresponding promotional message, but the next day the benefit was never credited nor did any option appear to claim it within the slot machine.

I tried to contact support via chat and more than 48 hours passed without receiving a clear answer.

Ecuabet later informed me that the promotion was limited to a maximum of 1,000 selected users and that additional conditions applied. My complaint is that these conditions were not clearly and visibly stated in the promotional message I received before making the deposit.

I am not claiming a specific profit. My claim is that I made the deposit trusting in a promotion that stated I would receive the benefit, and then I was informed of additional restrictions that were not clearly detailed in the offer I received.

I request that the case be reviewed and that Ecuabet explain why the promotion was not credited to my account and what the exact conditions were at the time of my deposit.

Thank you.

I understand your concerns, and I agree that all important information about a promotion should be clearly visible before a player decides to make a deposit. If a promotion is sent by email, it should include all relevant terms and conditions, such as eligibility requirements, wagering requirements, participant limits, and any other restrictions.

From a player's perspective, it's certainly not user-friendly to make a deposit based on a promotional offer and only afterwards be informed that the promotion was limited to a certain number of players or that additional conditions applied.

That said, casinos are generally free to decide which players receive promotional offers and bonuses. Because of that, we unfortunately can't pressure a casino through our complaint process to award or reconsider a bonus if they decide not to provide it.

While I understand why you feel this was unfair, this type of issue isn't something our complaint team would normally be able to resolve. However, your feedback is still valuable, as casinos should communicate promotional terms clearly and avoid sending offers that may mislead players about their eligibility.

I hope this helps clarify our position.

Thank you for your response, Jaro.

I understand that a casino cannot be forced to grant a bonus or reconsider a promotion. However, my main complaint is not about receiving the bonus, but about the lack of transparency in the advertising sent by Ecuabet.

My concern is that Ecuabet sends out promotions without clearly and visibly displaying all the relevant terms and conditions. A player receives an attractive offer and only later discovers important restrictions that weren't properly highlighted from the start.

I believe this practice can mislead users, since essential information should be clearly stated in the promotional email and not hidden or communicated later.

Therefore, I request that this observation be recorded in the casino's public evaluation, indicating that Ecuabet has deficiencies in the clear and transparent communication of its promotional terms. My intention is that other players be informed and can make decisions with full knowledge of the applicable conditions.

Thank you for your time.

I understand everything you've said, and I agree that, as a player, you should be able to see all of the important terms and conditions of a promotion before deciding whether to participate.

The difficulty is that we generally wouldn't reflect something like this in the casino's review or rating based on a single reported incident. If it turned out to be a recurring issue affecting multiple players, then it would certainly be something worth looking into more closely.

For the future, regardless of which casino you play at, I'd recommend contacting the live chat before claiming a bonus if anything is unclear. You can ask whether the promotion includes all applicable terms and conditions or whether there are any additional restrictions. If the support agent confirms that the email or promotional message contains everything you need to know, it's a good idea to save a screenshot of that conversation. Should a similar situation arise again, that could serve as useful evidence if the casino later tries to apply conditions that weren't previously disclosed.

As for your current case, I don't think we can pressure the casino to change its decision. However, your forum post can still serve as a useful warning for other players. It's also possible that this was an isolated mistake on the casino's part and that they'll improve how they communicate promotional terms in the future.

I do agree that if a promotion is limited to a certain number of players or has other significant restrictions, those conditions should be clearly stated where players can easily see them before making a deposit or claiming the offer.🙂