The player from Saxony-Anhalt had made a deposit at the casino, enticed by an advertised 200% bonus. Despite confirming with a live chat representative, the player had not received the bonus after making the deposit. After the player had submitted a complaint and engaged in communication with the casino, he finally received his bonus. The issue had been successfully resolved, leading to the closure of the complaint in our system.
PrimeBetz Casino - Player did not receive the promised bonus.
Amount: €100
PrimeBetz Casino
Safety Index:Fresh casinoSafety Index
We use the Fresh casino rating to identify new casinos, for which it's too early to see how they treat their players. We give this rating to casinos that are relatively new on the market, have low revenues, and not many player complaints.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
8 months ago
Public
Public
8 months ago
Translation
Good Day,
Today, I made a deposit at the casino because a 200% bonus was advertised online. I specifically asked in the live chat BEFORE making the deposit whether I could receive this bonus, and was clearly told "Yes". It was even assured to me that a colleague of the supporter will credit me the bonus.
In the end, I did NOT receive the bonus.
Automatic translation:
Public
Public
8 months ago
Hello reipertmanuel,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with PrimeBetz 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 you already use the deposited money in the casino? When was the last time you spoke to the casino and what was it about? Do you have any saved chat with them where they confirm the bonus to you?
Looking forward to your answer.
Regards,
Nick
Public
Public
8 months ago
Translation
It was settled, I received my bonus after endless back and forth. Thank you for your feedback
Automatic translation:
Public
Public
8 months ago
Dear reipertmanuel,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Casino.Guru
