The player from Germany had received a 25% wager-free bonus offer from a VIP Manager at GunsBet, for which he deposited €2000 on November 2nd. However, after the VIP Manager's departure, the new support team had refused to credit the promised bonus, leading the player to seek the fulfillment of this offer. The Complaints Team had explained that the casino had the discretion to grant bonuses and could not be compelled to do so. Since the player had already lost the entire deposit, it was determined that the bonus could not be credited, and the complaint was closed without further recourse.
GunsBet Casino - Player's bonus is delayed.
Amount: €500
GunsBet Casino
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7.5
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Case closed
Our verdict
Other
REJECTED
Case summary
1 month ago
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1 month ago
Translation
Hello,
On October 30th, I received an offer from my VIP Manager at GunsBet to receive a 25% wager-free bonus on a deposit of €2000 (so, €500 wager-free). He mentioned that he had obtained approval from management for this offer.
This kind of offer had been available before and it worked without any issues.
On November 2nd, I made a deposit of €2000. When I contacted my VIP Manager afterwards, he informed me that he no longer works at GunsBet and that I needed to contact VIP@Gunsbet.com to receive my bonus.
The GunsBet VIP Support then informed me that they could not credit me with the bonus.
I expect to receive my promised wager-free bonus of €500 due to my deposit.
Automatic translation:
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1 month ago
Dear NielsGambling,
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.
- Do I understand correctly that you received the same bonus before?
- Was the bonus granted by the former VIP manager?
Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here.
Thank you very much in advance for your reply.
Best regards,
Kristina
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1 month ago
Translation
Hello,
I have already received a bonus of the same type before.
With a previous deposit of €2000 I even received 30% as a bonus (wager free).
At the time of the "offer" (25% wager free on a €2000 deposit), the VIP manager I communicated with via WhatsApp was still the VIP manager at Gunsbet. A few days later, when I made the deposit, he said he was no longer the VIP manager.
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1 month ago
Thank you for your reply, NielsGambling. Could you please advise if you've played with the deposit? Do you have any remaining balance in your casino account?
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1 month ago
Translation
Hello,
I have already lost my entire deposit. There is no remaining balance.
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1 month ago
NielsGambling, I understand how disappointing it can be when a bonus is not granted. However, it is important to note that most online casinos can decide, without further explanation to not award a bonus. A bonus is essentially a gift from the casino, and it's up to the casino to determine if you qualify for it. For this reason, we can't compel the casino to give you this bonus or penalize it for refusing to grant it to you.
Since your deposits were used for playing it's technically impossible to credit you a bonus related to said deposit. If you happen to find yourself in a similar situation in the future, you can opt to request a refund of unspent funds due to the bonus not being credited. However, it will depend on the refund policy of a specific casino.
Since we can offer no further recourse in this situation the complaint will be closed. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into issues with any online casino in the future.
