The player from Australia had joined the casino after seeing a 100% sportsbook bonus offer but was later informed that the bonus would not be applied after making a deposit and placing a bet. The player found this practice unethical and requested clearer communication about bonus eligibility before deposits. The issue was resolved by the Complaints Team, who stated that they did not have enough insight to address matters related to sports betting, leading to the rejection of the complaint.
PowerUp Casino - Player's bonus is unfairly denied after deposit.
Amount: A$150
PowerUp Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Case closed
Our verdict
Other
REJECTED
Case summary
2 months ago
Public
Public
2 months ago
DO NOT BET WITH THIS CASINO.
Saw the casino on a review site, checked it out, saw on offer a 100% up to AU$150 sportsbook bonus. I joined.
Checked out the promos page, saw the offer was there, read the terms, seemed pretty standard. Deposited $150.
Placed a H2H bet on MLB on LA Angels vs Royals, and lost.
Contacted CS to ask about the bonus, only to be told "the site administration has decided not to apply the bonus".
This is completely unethical, borderline illegal.
Questions?
Have I joined multiple casinos?
Yes, why wouldn't I. All the different brands are offering bonuses, why not join as many as I can? I'm a lifetime losing punter looking for a bit of luck.
Was I from a restricted jurisdiction?
No.
Did I use all my personal details?
Yes
What would I like to see happen?
Tell me before hand that I'm not going to qualify for a bonus. You're allowing me to deposit, bet, and only THEN say "sorry you won't get what we promised because we decided not to."
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2 months ago
Dear LuckySimon,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Was the bonus available for activation on the deposit page?
- Did you activate the bonus before placing any bets with the deposit?
- Have you successfully claimed this bonus in any other casino?
- Could you please share your communication with the casino regarding the bonus? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Dominika
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2 months ago
Was the bonus available for activation on the deposit page?
Yes, and it's still there.
https://powerupcasino.com/au/promotions/sport/fdb-100
Did you activate the bonus before placing any bets with the deposit?
No, I needed to deposit > bet > claim.
Have you successfully claimed this bonus in any other casino?
Yes, Billysbets, Kingmaker, Legendplay.
Could you please share your communication with the casino regarding the bonus? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.
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2 months ago
Thank you for the update.
As you might know, our forum Casino.Guru, deals with the complaints regarding online casinos only. I understand it must be difficult for you, but unfortunately, we don’t have enough insight to take on this kind of issue, related to sports betting.
Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
Best regards
Dominika
