The player from Greece is complaining about unclear bonus terms. After a closer examination, we ended up rejecting this complaint as unjustified.
Play Fortuna Casino - Player’s criticizing false advertisement of bonus.
Amount: €250
Play Fortuna Casino
Safety Index:HighSafety Index
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
2 years ago
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2 years ago
Translation
Good evening I made a deposit of 250 € and I played today in play Fortuna reading the terms and conditions and having the casino recently bonuses 100% up to 500 € and 50 free spins with wager x40 thinking they will add another 250 € to my account to become a total of 500 € as it is in all the other casinos I play. I activated the bonus and made a deposit and waited to see € 500, the € 250 bonus did not come in then and talking to a casino representative he told me that I have to play the money first, he deposited it for me and the bonus would appear and so it happened. I played my initial deposit and when I zeroed they told me that I had to turn over € 10000 to get the € 250 bonus. Is it possible to do this or is it mentioned somewhere that I did not see ??
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2 years ago
Dear froutakides,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please advise which exact bonus you have tried to redeem? You can post its name or a link when replaying. Additionally, please forward any relevant communication to petronela.k@casino.guru.
Meanwhile, please understand, that we can’t penalize the casino for not giving you a bonus automatically.
Thank you in advance for your reply and I hope we will be able to help you as soon as possible.
Best regards,
Petronela
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2 years ago
Translation
Good evening was the initial deposit bonus the welcome bonus 100% and 50freespins. And something I forgot to mention when the second time I spoke to the casino representative he told me at the end that "here sir our customers play for real money" that is what I deposited to play in their casino or the bonus they give what are they fake? Sorry but I can not understand this logic of this particular casino.
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2 years ago
Dear froutakides,
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.
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2 years ago
Translation
I do not know if it is possible, if the Fortuna play chat keeps a message history to send you the conversation.
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2 years ago
I have checked the general terms and conditions, and this is what I found https://playfortuna.com/en/display/terms:
"10.7. Accrued bonuses go to a special bonus account. Bonus funds cannot be played until its fully wagering and transferred to the Player's real game account. To transfer funds from the bonus account to the real game account, a certain number of bets that is a multiple of the amount of bonuses given out shall be placed.
For example, if the Player is given 20 EUR of bonuses, the coefficient of wagering bonuses, according to the rules of the action, is x25. Then, to wagering the bonuses, the Player needs to bet on the amount of 20x25 = 500 EUR. The bonuses remain on the Player’s bonus account, until the Player has placed the said number of bets."
It would explain why your bonus money hasn't been rewarded.
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2 years ago
Translation
What you found is in the general terms and I read it later when I had made the deposit and I did not understand why I was not credited with the bonus and trying to find an edge with the casino representative. The point is that the page you enter and read to get the bonus does not say anything like that while it should have said it clearly there and not in their general terms casino in small letters. I send the screen shot of the page and the link page of bonuses. 
https://playfortuna.com/en/display/first_deposit_bonus
Edited
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2 years ago
Translation
Look I want to believe that you are a page that defends each player and tries to do the best for him and for the whole team. Do you know better than me that every time a player enters a casino to play the odds are always against him, but if such situations happen then 99% of the players are doomed not to get a significant profit, the bonuses they give the casinos are to promote the services it offers and to attract customers, if I knew that this is how the bonus works from the beginning I would not make any deposit in this casino, the bonus does not say anywhere how it works and it is clearly misleading. From your page I found playfortuna with a rating of 10/10 and I trusted you. And from the moment a casino is promoted and its bonus, you owe it to yourself. So I ask you directly, can you do something about my problem? If you can not go somewhere else.
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2 years ago
I fully understand your point of view and I’m realistic about the reality that only a few players read the Terms and Conditions before they start playing. Unfortunately, it doesn’t change the fact that all the listed rules must be followed and adhere at all times. We are powerless in defending players who ignored the rules.
Please let me know if there is any additional information that I have overlooked otherwise, I will be forced to reject your complaint. I really wish I were of more help. Thank you.
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2 years ago
Unfortunately, after gathering all the necessary information we are rejecting this complaint as unjustified. Sorry, we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.
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