The player from Portugal had met the original requirements, but the bonus was not credited, and the requirements were changed without being listed in the Terms and Conditions. He sought the credited bonus and a refund of 129 euros. The issue remained unresolved due to a lack of response from the player, preventing further investigation.
Leon Casino - Player's bonus was denied.
Amount: €10
Leon Casino
Safety Index:Above averageSafety Index
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
3 months ago
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3 months ago
Translation
I met the requirements, but the bonus was not credited.
It was changed to different requirements, which are not listed in the Terms and Conditions.
I will send proof with images to clarify the situation.
The casino should credit the bonus and refund the amount of 129 euros that was wrongly used for no valid reason.
Automatic translation:
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3 months ago
Dear Menducas,
Thank you very much for submitting your complaint. I’m sorry to hear about the issues you have encountered with the bonus at the online casino.
To assist us in investigating your case and working towards a resolution, could you please provide the following additional details:
- Proof of Requirements Met: Could you provide detailed screenshots or any other evidence showing that you met the original bonus requirements as per the Terms and Conditions?
- Communication Records: Could you forward any email or message communication you’ve had with the casino regarding this issue, especially any changes to the requirements that were communicated to you?
- Updated Terms: Do you have any screenshots or records of the updated requirements that you mentioned were not listed in the Terms and Conditions?
- Account Details: Can you provide any relevant details about your account and the specific bonus in question?
You can forward any relevant communication and images 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
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3 months ago
Dear Menducas,
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.
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3 months ago
We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.
