The player from Germany deposited 100 euros but did not receive the promised 150% bonus, as the casino claims it is only available to VIP players, despite the email not indicating this limitation.
Lucky Hunter Casino - Player's bonus claim is delayed.
Amount: €100
Lucky Hunter Casino
Safety Index:Above averageSafety Index
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7.9
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Case opened
Current status
Waiting for Casino Guru to reply
3d 14h 22m 3s
Case summary
16 hours ago
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Public
4 days ago
Translation
Hello, I deposited 100 euros and did not receive the 150% bonus. They say the bonus is only for VIP players, but the email doesn't mention anything about it being for VIP players.
Automatic translation:
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3 days ago
Dear Chefe1986,
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.
- Could you please clarify how you activated the bonus? Were you supposed to use a promo code, or special link or activate it directly in your casino account?
- Can you please forward me the promotional email you received from the casino?
- Have you already played with your deposit?
Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here.
Thank you very much in advance for your reply.
Best regards,
Kristina
Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.
Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.
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3 days ago
Translation
HELLO KRISTINA,
Yes, I used the bonus code: RELOAD when I made my deposit, as it said in the email. No, the balance of 100 euros is still in the casino account. I am now trying to upload the chat history and the email here.
Lg. Cindy
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3 days ago
Translation
Hello Kristina,
I have sent you the advertising email and the chat history in the casino via email, as I could not upload it here as the screenshots are probably too large.
Best regards
Cindy
Automatic translation:
Casino Guru is examining the case
