The player from Germany has deposited funds into the account. Unfortunately, the bonus has not been added automatically. We rejected the complaint because the player didn't respond to our messages and questions.
Loyal Casino - Player’s bonus has not been activated.
Amount: €20
Loyal Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
4 years ago
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4 years ago
Translation
Loyal casino hands away !!!
10.07.2020, at 01:02 a.m. # 1
0
Just stay away from THIS casino. Offer 200% Welcome Bonus plus 100 Free Spins, which you don't get. Is supposed to be automatically booked with the first deposit. Nothing has happened. Paid in and no bonus yet. The live chat is only a bot and because of 24/7. From 11 a.m. to 11 p.m., then it is shift. Support emails are either not answered at all or you are put off. The lady I could talk to IM CHAT for a short time advised me to play with the deposit. It's almost FRAUD.
The terms and conditions state that if you don't get bonuses for whatever reason, you cannot play with the deposit if you want to have the bonus booked later.
All in all very, very, very unprofessional and the best thing to do is to stay away from this casino.
Automatic translation:
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4 years ago
Dear Kathleen,
Thank you very much for contacting us. I’m very sorry to hear about your negative experience. Please understand, that we can’t penalize the casino for not giving you a registration bonus automatically. Could you please advise which payment method you have used to deposit funds into your account? Furthermore, please confirm that you haven’t redeemed any promotional offers in this casino in the past. Have you received your bonus after contacting casino live support?
Thank you in advance for your reply. I hope we will be able to help you to resolve this issue as soon as possible.
Best regards,
Petronela
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4 years ago
Translation
I confirm that I have never played with / in this casino, so I have never used a bonus from this casino. I paid in via Paysafe. The whole thing is now so far that I should verify myself in order to get a bonus. Whatever I tried. Multiple ... My passport is accepted, as is my registration confirmation (just fresh because I just moved), but it fails because of a photo of me with this registration confirmation. Supposedly too dark, too blurred what ever ... not understandable for me because the pictures are all sharp, just like me and everything else is clearly visible. The same camera with which I also shot the other pictures .... All in all, several supporters answered me, each of whom asked me again to describe my request, etc. I just feel kidnapped and held out. If the casino deals with all new customers like this, well then good night
Edited
Automatic translation:
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4 years ago
Thank you very much Kathleen for providing all the necessary information. I will now transfer your complaint to my colleague Juli who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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4 years ago
Hello Kathleen,
I looked at your complaint and will do my best to help you. Before we can move further with this case can I ask you, is your accoount fully verified now? Does Loyal casino accept your photo? Thank you in advance for the reply.
