Kartáč Casino - Concerns with promotional offers at the casino.

Lately, I've noticed something and others have confirmed it too. On Fridays, they have a gigajackpot draw and an offer that if you place a full bet ticket, you get 100 back to play with. Personally, I placed two such bets and received nothing. Support is not even available from Friday and on Monday they just act like it's business as usual.

There was another offer on Friday, deposit 100 and get 100 back. I tried it and the result was the same. On Monday, they wrote back to me saying I would need to play through the 100 about 450 times but after that, they never responded again. It used to be a good casino but I guess time takes its toll.

Dear bukvon22,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

• Do I understand correctly that your privilege to receive promotional offers from the casino has been revoked?

Please understand, that we can’t penalize the casino for taking away your privilege of receiving further bonuses. Casinos, in general, have a right to restrict or even close players’ accounts if they suspect irregular play or other questionable activities or for no reason at all. 

Casinos are not obligated to reward their players with bonuses and bonus privileges can be limited or revoked at any time without further notice. I absolutely agree that it would be ideal to inform a player about new restrictions related to their account, unfortunately, it is not a standard practice.

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

Best regards,

Petronela

Hello, I was not penalized. As I wrote, they have a promotion, and even after placing a ticket, it is not possible to find the status of the bonus there. There is no support on Friday and they do not solve anything on Monday.

Thank you very much, bukvon22, for providing all the necessary information. I will now transfer your complaint to my colleague Jozef (jozef.k@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.  

Dear bukvon22,

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello bukvon22,

we managed to establish a communication line with the casino team. They should reply very soon.

Hello bukvon22,

as for the bonus for betting a full lottery ticket, you probably must have opened some very old email with this promotion. The last bonus of CZK 100 for betting a full lottery ticket took place on May 5, 2023, and the very last bonus for betting a full lottery ticket took place on August 29, 2023, where the bonus was in the form of 10 free spins. You last bet in the lottery on July 7, 2023, when the "lottery betting bonus" event was running, but unfortunately you missed the time until which the event lasted by approximately 11 minutes. The event was valid until 19:15 on the given day, you bet a full ticket in the lottery at 19:26.

Regarding the "deposit 100 and get 100 CZK" bonus, we see that you received the bonus on 01/09/2023 at 01:58 in the morning in the form of loyalty points, which can be converted into real money.

We apologize for the lack of support at the given time. We will pass your feedback on to support so that we can further improve it.

If you have any questions, do not hesitate to contact us by e-mail, phone or on our chat.

We wish you a nice rest of the day.

Your Casino Brush

Dear bukvon22,

can you react? Do you require further assistance?

Dear bukvon22,

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’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.