National Casino - Player's bonus hasn't been credited.

Amount: €47

National Casino

Safety Index:Below average Submitted: 26 Apr 2022 | Case closed : 10 May 2022

Case closed Our verdict

Player stopped responding

REJECTED

Case summary

1 year ago

The player from Italy wanted to activate the bonus, but the bonus wasn't activated. We rejected the complaint because the player didn't respond to our messages and questions.

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massikk

Novice

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1 year ago

OriginalTranslation

The casino welcome bonus offers various steps.

Going to the promotions page, after clicking on Get Bonus for the first deposit, I received the credit correctly.

On the page relating to the second deposit bonus, in addition to being indicated a code to redeem the bonus, there is the "Get Bonus" button, which however has an incorrect link and does not automatically insert the code.

So I deposited 94 euros without receiving the bonus and when I realized it I had already started playing the credit, being denied the bonus credit with free spins and money.

I would like to know if it is possible to receive the bonus and would urge the casino to be clearer as this way the page is deceptive.

In the "Get Bonus" banner the link should be https://nationalcasino.com/it/cabinet/deposit#bonus=BONUS CODE, otherwise it pushes users to make mistakes by pushing them to make another deposit.

Automatic translation:

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Kristina

Deputy Complaints Team Lead

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1 year ago

Dear massikk,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. If the code has not been entered (automatically or not), the bonus was not activated. Moreover, if you have already started to play with your balance, there is not much more we could do for you.

For future references, please contact us as soon as you notice any problems, so we can intervene before it's too late. Please, do not hesitate to let me know if there is anything else I could help you with, but I am afraid that I will be forced to reject this complaint.

Thank you very much in advance for your understanding.

Best regards,

Kristina

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Kristina

Deputy Complaints Team Lead

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1 year ago

Dear massikk,

We are extending the timer by 7 days. If there is anything else we could help you with, let us know, otherwise, we will reject your complaint.

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Kristina

Deputy Complaints Team Lead

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1 year ago

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.