The player from Germany tried to activate a bonus, but it hasn't been credited to his account.
PowerUp Casino - Player has not received a bonus.
Amount: €97
PowerUp Casino
Safety Index:Above averageSafety Index
Casinos with an Above average Safety Index usually have a good ratio of their number of visitors to relevant complaints submitted by players. Playing in casinos with an Above average Safety Index is generally safe.
Case closed
Our verdict
Other
REJECTED
Case summary
11 months ago
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11 months ago
Translation
Hello casino guru
I deposited 97 euros today on 06/02/23, I was not credited with the welcome bonus, because the live chat does not want to write, I wrote to them, if they do not credit me with the welcome bonus, I would like my money back, they say before I pay out I have to implement it
Best regards
Automatic translation:
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11 months ago
Dear erkanator86,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I checked the Welcome bonus T&Cs and I found this:
Could you please confirm that you met the conditions to be eligible for this bonus? Did you receive any explanation from the casino regarding this issue? Please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here.
Thank you very much in advance for your reply.
Best regards,
Kristina
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11 months ago
Translation
Hi Kristina,
I can confirm that I followed the bonus eligibility, that's why I went live chat so that they explain me or credit the bonus, I recorded the conversation between me and live chat, and sent him an email
Best regards
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11 months ago
Thank you for your reply, erkanator86. Could you please advise if your deposit remained untouched in your casino account?
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11 months ago
Translation
I then made the 97 deposit 120 , then I paid it out , the money also came after a few days ,
I am concerned that I did not get the welcome bonus
Best regards
Automatic translation:
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11 months ago
I understand, but unfortunately, we are not able to help if the original deposit that was supposed to activate the bonus is no longer in your account.
Please, let me know if there is anything else I could help you with, otherwise, I will be forced to close this complaint. Thank you for your understanding.
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11 months ago
Due to the aforementioned reasons, this complaint will now be closed. Thank you for your cooperation and understanding. I am sorry we could not be of more help on this occasion, but please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
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