Power Casino - Player’s criticizing false advertisement of bonus.

Dear SuperKyzer,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Have you redeemed any promotional offers from this casino in the past? What was the exact reason why a promotional offer couldn’t have been applied to your account?

Could you please advise how much you have deposited and if you played any of those funds already or they're still untouched inside your account?

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

Hello Petronella,

I am sorry for the writing errors in my original submission... looks like some words were deleted (woops).

I have been playing there for a short while (less than a year) and I always use Jeton. I have mentioned this to the agents there before and they simply hushed me by saying I needed to deposit 10 euro... at that time, I just shook my head and proceeded to play...

After awhile of no bonuses working, I contacted the chat and asked them to go over my deposits, to see how much money I have missed out on seeing that I always use Jeton to deposit (it was a significant amount actually)... so my case was then transferred to a manager, who gave me a freeplay and some free spins - all good! However, the next time I played there, I did go to the chat to ask them to help me with the 20% bonus, as obviously the manager who credited me with spins etc.. had seen my account and agreed, right? Or they wouldn't have given me the freebies. (Which, I kind of paid for but anyway..)

So this last time, I did just that - went to the chat. Well oh my god. Liliyana began by flat out refusing to which I asked her why doesn't this promo work, if it doens't work shouldn't it be fixed? from that point forward, I was told that I am taking advantage of a system bug, that I already GOT free spins and basically to screw myselft. THIS was not the case at all; ANY player who is in this region would have the same deposit bonus, with just a click. In no way shape or form was I: taking advantage of a bonus (that particular bonus is there all day every tday, its not "special" persay...

So, what gives the casino the right to discriminate against me for the Jeton bonus, refusing me then telling me that I am taking advantage of the bonus system (I wasn't, I had deposited, and just wanted what was advertised, and I met the criteria), I am a loyal customer, I've continued to play here, why can't I ask them to manually add it? It seem that's not an outrageous request, and facts are it's THEIR promo!

I understand this all seems very trivial, but I have never been treated so poorly at any casino, the agent trying to make ME out to be the bad guy here - it's nuts.

So what is the answer? Just shut up and let this go? Seems super unfair. And when I deposit, I am entrusting that establishment to play by the rules, and when they don't, well, that's a problem. That's my money I am putting into that casino, whether it be $100 or $1 it's the principal of the whole thing.

I was told that my case was being forwarded to a manager. That they would be in touch with me via email I guess; I haven't heard a thing yet... I did play my amount deposited, as I certainly don't deposit to sit and wait for a week... Like I said in the beginning, they owe me (according to the promo, which I followed to a t) $1. What I'd LIKE to see is them either fix the promo or remove it or reword it to say something else, it's false advertising!

They

Have I redeemed promo offers here before? I have tried. They don't seem to work.

I deposited $5 US. That is the minimum allowable amount. The funds are played. However, the remaining issue is that the reps seem unaware of the american promo, and will fight you on it. Second issue, last time I checked, you don't go blaming a paying customer for "taking advantage" of anything, I am literally just requesting what they advertise.

This being said, I would gladly liked to have heard a reason for not honouring the promo. GLADLY!!

Here is the promo

https://powercasino.bet/en/promotions

Could you please confirm that this is the exact link for the bonus?

Please forward your deposit history to petronela.k@casino.guru. Do I understand correctly that you have played and lost your deposited funds already?

Your link is correct.

I have played the $5.00 US from the JETON payment I made. I have heard from the casino manager just a short while ago, stating they will honour the promo for $1, etc.. etc..

So Petronella, do tell.

Is it not a valid complaint if a casino does not give you the bonus you are entitled to like everyone else? I feel that it is - that it's discriminatory to not give someone a bonus or promo for NO reason. I did not have a reason for them to not honour this: NO duplicate accounts, etc...

In fact, it would be UNDERSTANDABLE if there was a reason- but there isn't.

May I ask one more thing?

I am reading the title of this "complaint" and I am definitely not feeling that Casino Guru is on my side about this or shall I say "for the player" - the wording you've used makes me sound like a complete IDIOT, and I certainly don't think that asking for help in solving a situation with a casino makes me an IDIOT, Petronella.

I thank you for your help, I don't think I will come back here again for help with anything. I did not feel a positive vibe here, and frankly, the last time I had an issue with a casino, I contacted the Gambling Commission myself and the problem was fixed.

Thanks for your time, I consider this case CLOSED - Power Casino will be issuing my bonus. Thanks again.

I have to add: if this casino gets such a good rating from Casino Guru - can you tell me why? The casino itself isn't terrible, but the agents - I cannot say I have ever had a "client oriented" conversation with any agent there - and they are the face/voice of the casino - it did not leave me with a fantastic 8/10 rating for Power Casino, and this was long before I came to this forum.

I'm truly sorry that you have a feeling that the wording of the title and summary are off. They have been used in similar cases many times before and have never been criticized.

I simply asked if you have waited for the bonus problem to be fixed and credited to your account or you played your deposited funds before we could intervene. Please understand that it is very difficult to apply promotional offer if there's no active balance anymore.

If you wish for this case to be closed I will accept it but I'm honestly not aware of any wrongdoing.

Ok, you are entitled to your opinion I guess.

Here is what I see: I see a casino that I find interesting, and there's a bonus when you deposit with Jeton, which I do. Upon depositing, following the instructions correctly, I am told a plethora of reasons why I can't have this bonus, ALL of which are not indicated on the American/Canadian website. I therefore raise this issue with the agent, simply wishing to get my deposit bonus. I am met with accusations of abusing the bonus, I am met also with accusations of taking advantage of a casino with a technical issue.

What about this don't you see as BULLSHIT. Haha...

I did use the deposit so I guess you're off the hook, and on top of that I have had communication with the casino manager, who AGREED with me - so - that being said, you can close this case. Thanks!

We’ve rejected this complaint as per the player’s explicit request. 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.