The player from Italy is complaining that he didn't receive a bonus without a deposit. He decided, he is no longer interested in playing in this casino, therefore we rejected the complaint.
The welcome bonus is not paid out if a first deposit is not made
Dear SNOOP1985,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I am not sure I understand the issue correctly. Were you asked to make a deposit in order to withdraw your winnings from the bonus? Or you cannot activate a bonus without making the deposit? Could you, please, specify which bonus you are referring to?
Additionally, please forward any relevant communication between you and the casino to kristina.s@casino.guru, if there is any.
We will be waiting for your reply patiently.
Best regards,
Kristína
Dear SNOOP1985,
We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.
I have a welcome bonus of € 50 and it cannot be used even if during the registration phase it did not mention any initial deposit
SNOOP1985, if you are trying to activate a match bonus, you have to make a deposit first. Could you please indicate which offer you are trying to activate?
Dear SNOOP1985,
We are extending the timer by 7 days. Please, be aware that in case you fail to reply in the given time frame, we will reject your complaint.
Thanks for the answer but it is no longer a platform that interests me because if during the registration phase it is indicated that you have a € 50 welcome bonus without deposit constraints I do not imagine that problems can be had in the playability phase in real money withdrawals