FreakyBillion Casino - Player did not receive welcome bonus.

I signed up and deposited 30 euro into the casino and claimed the welcome bonus. That was 5 days ago.

The welcome bonus did not add. I contacted the site via the message system on their site (There is no chat function). I got no response. So I sent an email, then another then another. It has been 5 days and I have had no response. The welcome bonus has not been added?

I also uploaded my Documents for KYC 5 days ago and they have not been looked at.

I don't know if the whole site and group is a scam?

Help!

Dear Chazza44,

Thank you very much for submitting your complaint. I’m sorry to hear about the issues you are experiencing with the casino's welcome bonus and KYC process.

To assist you more effectively, could you please provide some additional information? Specifically:

• Can you confirm the exact date and time when you signed up and made your deposit?
• Did you receive any confirmation emails regarding your deposit or the submission of your KYC documents?
• Could you provide any screenshots or copies of the messages and emails you have sent to the casino?
• Are there any specific terms and conditions related to the welcome bonus that might clarify the delay?

Please forward any relevant communication to petronela.k@casino.guru.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Can you confirm the exact date and time when you signed up and made your deposit? - Thursday last week

Did you receive any confirmation emails regarding your deposit or the submission of your KYC documents? No

Could you provide any screenshots or copies of the messages and emails you have sent to the casino? Attached

Are there any specific terms and conditions related to the welcome bonus that might clarify the delay? Nope. Should have added. Seems like no one is working at the caisno.

This person in your reviews has had the extact same issue as me.

Think the site is a scam.

Hi Chazza44,

• Could you please provide the current amount of your active balance?
• Additionally, could you let us know if you continued to play after the Welcome bonus was not credited to your account, or if you ceased all gameplay at that point?

Thank you.

35 euro.

Not I have not played.

The casino chat is still not working and they are not responding to emails.

Concerning, but not surprising you are offering an exclusive bonus via CG that is clearly not prepared for players, or is a scam site.

Hi Chazza44,

Could you please specify which exact bonus you redeemed?

Thank you.

100% to 400

Thank you very much, Chazza44, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Brilliant.

it’s only taken 7 days!

I notice you’re still promoting the casino and group with ‘Exclusive Bonuses’ despite numerous players having the same issues…

Hello, Chazza44,

I am sorry to hear about your trouble and apologize for the delay. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear FreakyBillion Casino team,

Could you please explain the player's situation in more detail? Why did the user not get the welcome bonus and/or when can she expect it to be credited to her account? If the casino decided to refuse to provide the player with the bonus, will it refund her deposit?

Spoiler alert.

Casino will not respond (as they haven’t with all other players) complaint will be marked as unresolved and casino guru will continue offering EXCLUSIVE bonuses with this group.

Hi Chazza44,

Thank you for your message. The deposit bonus could not be activated if your deposit method is cryptocurrency. (You can read about this in the Terms & Conditions of the bonus)

However, we want our players to enjoy our platform, so a complimentary bonus is waiting for you in your personal account. 

Regarding document verification, the Customer Support Team have confirmed that KYC has been successfully passed.

We apologize for any inconvenience caused and hope you enjoy playing at our casino!

Should you require further assistance, please do not hesitate to contact our dedicated support team.

Thank you. You have only just added that term about crypto.

Why did it take a month for you to respond?

Thank you, guys, for your replies and updates, and I am sorry for the delay.

Dear Chazza44,

Can you confirm the casino added the complimentary bonus to your account?

Do I understand correctly you accept the casino's solution and will use (or you already used) the complimentary bonus you received, and we can consider the matter resolved and close the case?

As for your question about the delay - there are different people at the casino who reply (or do not reply) to the players' messages/emails, and we know that Customer Support representatives are not always completely competent or responsive, and they receive hundreds or thousands of requests from players every day. Here, we are in contact with different people representing casinos, therefore, they were better able to help us, and quite promptly. So, I do not think you could receive a more sufficient or reasonable response from anyone to your question. The most important is that somehow together we are able to find a solution here and that your issue could have been resolved.

Dear Chazza44,

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.

Unfortunately, we are forced to reject this case because the player has not responded to our messages and questions. Therefore, we are not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime. However, the requested details/updates will be necessary.

Thank you very much, FreakyBillion Casino team, for providing information and cooperation!

Best regards,

Branislav, Casino.Guru

Greetings all,

After receiving an update from the complainant, we decided to reopen the case and update the result of the complaint.

"Just to say this was resolved with your help.

Thanks"

Thank you very much, Chazza44, for confirmation and for using the Casino Guru complaint resolution centre. As the issue has been successfully resolved, I will now mark your complaint as 'resolved' in our system. Do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time.

Thank you again, FreakyBillion Casino Team, for your help and cooperation!

Best regards,

Branislav, Casino.guru