Powerbet777 Casino - Player's balance was nullified due to incorrect information about bonus expiration.

Hello! I have a problem with wagering of my bonus at casino. Yesterday, I have contacted casino support and asked for an exact time when the bonus is supposed to expire. I was told that it will expire on 0:00 (GMT+2) (SEE SCREENSHOT OF THE CHAT ATTACHED) . So I started wagering and have done almost 5000 of 7000 wagering necessary. And then, suddenly my balance was nullified on 0:14 GMT time. Note, the bonus was canceled 2 hours BEFORE the time I was told in chat by casino representative. I lost all my balance. Since it was the misinformation that led to my loss - I kindly ask you to help me to restore my balance and ask the casino to provide me 2 additional hours to finish the wagering. Thank you for your understanding.

P.S Here is the reply from casino after I asked them to restore my balance:

"All bonuses expire after 3 days starting with 00:01 on the day bonus was activated. That rule applies for all players and unfortunately we can't make differences between players because it would not be fair to all others.

Thank you for understanding and we apologize for the inconvenience caused."

Hello muradelon,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Powerbet777 Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and if yes, since when exactly? Did the bonus have any specific term when should it end? When was the last time you spoke to the casino and what was it about?

Please note that no matter what the live chat says, the terms always prevails anything that the support said and the player has to act according to the terms and conditions.

Looking forward to your answer.

Regards,

Nick

It is all happened before verification requested. I think I am clearly explained my issue , I was misinformed by chat agent.

Hello muradelon,

As stated above, casino terms prevails over chat and based on that, the bonus expired correctly 3 days after you claimed it.

Is there anything else we could assist you with?

It is documented that the casino representative may have intentionally misled me into believing I had more time to meet the wagering requirements than I actually did. As a result of this misinformation, I lost my entire balance of over 500 euros. 

Is this kind of cheating acceptable by any standards? What is the purpose of live support if the chat agents are not held accountable? Shouldn't the entire casino be responsible for the mistakes made by their staff, especially when they cause significant harm to customers?

Hello muradelon,

Live chat agents are sometimes outsourced and not a direct casino staff. As I stated above, even after the live chat claim, the player should act according to the terms which were correct.

The complaint will be now closed for the aforementioned reasons.

Regards,

Nick