Mr Mega Casino - Player’s bonus hasn’t been granted.

Black points: 18

Amount: €20

Mr Mega Casino

Safety Index:Above average Submitted: 01 May 2020 | Unresolved : 20 May 2020

Unresolved Our verdict

No reaction, good regulator

UNRESOLVED

Case summary

3 years ago

The player from Germany received a bonus offer via SMS and email. However, the bonus wasn’t given to the player. When he asked the casino for a reason, he was told he was disabled from receiving bonuses. The reason is unknown. We closed the complaint as ‘unresolved’ because the casino failed to reply.

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Robert

Unregistered user

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3 years ago

OriginalTranslation

Today I was excluded from the bonus for a completely unknown reason. The problem is that I still got offers. Since I was not informed about the exclusion and I found the offer good, I paid via the direct link from the email as usual, but received neither the described offer nor an answer from the support. Well, I thought and I continued to fall in love with my day normally until I received an SMS with the same offer and I tried again via the link of the SMS, counted again and nothing happened again. Now I thought it was up to the system and contacted the otherwise really friendly support via chat. 2 hours waiting time? Of course, it locks out automatically after 15 minutes and you then have to wait again. You can find the conversation in the appendix as a screenshot. I don't know a reason so far. I always liked the casinos of aspire because of the changing offers and nowhere is it written that you shouldn't just use them. After all, every single page is like mrmega.com or mrplay.com or or or standalone casinos and sites and none of these sites I have violated any guidelines or terms and conditions. On the contrary, I verified myself properly and always submitted everything that was requested. In the end I feel cheated because I was neither informed about an exclusion nor get any answer why it comes about. At the end of the song after months of fun, this was done to me because these casinos are uninteresting without any offers. Precisely because reaching new levels (bonus levels) takes a long time but is fun .... Only this bomussytsem and loyalty points now no longer make sense since you have been excluded from it even a platinum account is therefore worthless. So all the months for nothing. At the end of the story I had been informed that I had not taken advantage of the offer today. But they did not do this and still let me pay in but did not provide any service ... No one goes shopping and goes without the product on offer. What shoud that? Because there is no money back ... And when you ask to be able to speak to someone, you get an email whose answer is that it is a final decision of the menagemanets .... Only why and why everything remains open. I would understand if I had violated something but I didn't and I feel very betrayed. At aspire casinos you should always keep in mind that you will be lured by daily offers but there is a risk that without notification you will not get anything again. You will not get the money that you have deposited for a certain bonus or free spins. Small funct each casino promotes another with certain welcome bonuses. But apparently it is not allowed to use them? That makes no sense and is nowhere noted in the terms and conditions. Money away no answers ... Thank you for the successful day dear people of aspiere ..... But that's how it works when a giant company runs a thousand supposedly independent pages ... Only these cannot be so independent.

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Heute wurde aus mir völlig unbekanntem Grund ich vom Bonus erfahren ausgeschlossen. Das Problem ist aber das ich dennoch Angebote bekommen habe. Da ich über den Ausschluss nicht informiert wurde u d ich das Angebot gut fand zahlte ich über den direkten link aus der Email wie immer ganz normal ein bekam aber weder das beschriebene Angebot noch eine Antwort vom Support. Nun ja dachte ich und verliebte meinen Tag normal weiter bis ich eine SMS bekam mit dem selben Angebot und ich probierte es erneut über den link der SMS zählte erneut ein u d wieder passierte nichts. Nun dachte ich wird es am System liegen und kontaktiert den sonst wirklich sehr freundlichen Support per Chat. 2 stunden Wartezeit? Na klar wobei nach 15 Minuten automatisch ausgelockt wird und man dann wieder warten musste. Das Gespräch findet ihr im Anhang als Screenshot. Einen grund kenn ich bis jetzt nicht. Ich fand die casinos von aspire immer super gerade wegen den tahlich wechselnden angeboten und nirgendwo steht geschrieben das man diese nicht nurzen darf. Schließlich ist jede einzelne Seite wie mrmega.com oder mrplay.com oder oder oder eigenständige casinos und Seiten und gegen keine dieser Seiten habe ich gegen irgendwelche Richtlinien oder AGBs verstoßen. Im Gegenteil ich habe mich vernünftig verifiziert und immer alles eingereicht was verlangt wurde. Am Ende fühle ich mich betrogen da ich weder über einen Ausschluss informiert wurde noch irgendeine Antwort bekomme warum dieser zustande kommt. Ende vom Lied nach Monate langem spass wurde mir dieser mach und nach genommen weil diese casinos ohne angbote ihrer uninteressant sind. Gerade auch weil das erreichen neuer Level (bonus Stufen) sehr lange dauert aber spass macht.... Nur macht dieses bomussytsem undtreupunkte sammeln nun keinen Sinn mehr da man davon ausgeschlossen wurde selbst ein platin Account ist somit wertlos. All die Monate also umsonst. Ende der Geschichte hatte man mich informiert hatte ich heute nicht Angebot wahrgenommen. Aber man tat dies nicht und ließ mich dennoch einzahlen aber erbrachten keinerlei Leistung... Kein Mensch geht einkaufen bezahlt und geht ohne das im Angebotenen Produkt wieder. Was soll das? Weil Geld gibt es ja auch nicht zurück... Und auf die Anfrage jemanden sprechen zu können bekommt man eine Email zugewiesen deren Antwort lautet es ist eine finale Entscheidung des menagemanets.... Nur warum weshalb alles bleibt offen. Ich würde es verstehen wenn ich gegen etwas verstoßen hätte habe ich aber nicht und somit fühle ich mich doch sehr betrogen. Ihr solltet bei aspire casinos also immer im Hinterkopf haben das ihr durch tägliche Angebote gelockt werdet aber Gefahr läuft das ohne Mitteilung ihr nichts bekommt schon Garnicht das Geld wieder welches ihr eingezahlt habt für ein bestimmten Bonus freispiele oder sonstiges. Klei er funfakt jedes der casinos wirbt für ein anderes mit bestimmten willkimmensbonis. Aber scheinbar ist es nicht erlaubt diese zu benutzen? Das macht kein Sinn und ist auch nirgendwo in AGBs vermerkt. Geld weg keine Antworten... Danke für den versuaten Tag liebe Leute von aspiere..... Aber so läuft das wenn eine riesen Firma tausend angeblich eigenständige Seiten betreibt... Nur können diese ja so eigenständig nicht sein.

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Automatic translation:

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Kristina

Deputy Complaints Team Lead

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3 years ago

Dear Robert,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. Even though I understand your point of view (and I think you should be informed in advance if you are no longer eligible for receiving bonuses), please understand, that the casino can decide whether they grant you the bonus or not.

We will contact the casino and ask for their explanation, but, before we do that, we would like to know, if your deposit was returned or not. Looking forward to hearing from you.

Best regards,

Kristina

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Robert

Unregistered user

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3 years ago

OriginalTranslation

Hello and good evening no both deposits have not been returned. But that will have the reason that I thought you had to play your own money as usual, and then I got the free spins, unfortunately I was wrong .... What should be mentioned is that the whole thing happened from now on ... So I was a customer for more than half a year and had silver status and everything meant that I already paid well .... And used the bonuses almost every day and also the tichtercasinos you advertised, so everything was always good and suddenly that. I am not interested in the money, but why I just want to know a reason ... Since I did something wrong as far as I know, no double accounts ... But strangely enough, it is gradually becoming clear that every casino of the company aspire does this although supposedly every site and every casino acts independently and, as I said, they advertise each other by SMS and email. I never swapped data or anything else the same and always only once so I don't understand it. Especially since I invested a lot of money for months.

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Automatic translation:

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Kristina

Deputy Complaints Team Lead

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3 years ago

Thank you very much Robert for your reply. I will now transfer your complaint to my colleague Peter 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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Peter

Casino Data Team Lead & Complaint Specialist

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3 years ago

Hi Robert,

I understand your frustration. As mentioned above, the casino has right to refuse to grant you bonuses, but you also shouldn't receive the offers, especially, if it's a deposit bonus. I will contact the casino and we'll see what its standpoint is.

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Peter

Casino Data Team Lead & Complaint Specialist

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3 years ago

We would like to ask Mr Mega 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, the complaint will become ‘unresolved’ which may negatively affect its rating.

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Peter

Casino Data Team Lead & Complaint Specialist

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3 years ago

Hello Robert,

I tried to contact the casino repeatedly, but it failed to reply. I’m afraid, there is not much that can be done without the help of the casino. I will mark the complaint "unresolved" in our system. I understand, this isn't a satisfactory solution to your issue. However, the change of rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email.

I wish I was of more help.

Bets regards,

Peter