The player from United Kingdom had a bonus added to her account automatically. We rejected the complaint because the player didn't respond to our messages and questions.
I recently deposited £50 and withdrawn 2500 euros. A bonus was added to my account with out my consent. I won’t the 2500 out of my deposited amount and the bonus was not used. However, they have now said I can only withdraw 550 as the bonus was on my account, even though it was not requested and further more was not used. Sham of a site, complete scam and would stay well clear
Dear April,
Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I have checked general bonus terms and conditions, and this is what I found https://galemartin.com/bonus-terms/?lang=en:
"If you do not wish to be bound to these bonus terms, please send an e-mail to support@galemartin.com and wait for a reply that the promotion has been cleared from your account BEFORE making any deposit.
Cancelling a bonus by players can be made by contacting support 24/7. The bonus can be cancelled as long as the player did not make a single bet."
"By accepting the First deposit bonus you are bound to all of these Terms & Conditions. If you wish to play without bonuses please contact Support before making any deposit."
Have you opted out from a promotional offer before depositing funds into your account?
I wish I could be of more help unfortunately, if the casino shares all the relevant information on its website, there is not much I can do for you in this matter. I would strongly recommend reading all the T&Cs carefully before you start playing to avoid any misunderstandings in the future.
Thank you in advance for your reply.
Best regards,
Petronela