Scooby Bet Casino - Player complains about rude customer service and missing bonus.

Fiz meu rollover com o bonus de aposta grátis, entrei em contato com o casino pois queria saber o pq o mesmo não foi creditado, o atendente foi super ignorante, não me explicou como funcionava, não conseguia entender o pq do bonus não ser creditado e no final me falou que ele iria responder quem era depositante pq eu não tinha dinheiro para investir, invisto mais de 30 mil por mês em casinos e me senti completamente atacado com a falta de respeito, segue print da conversa.É uma falta de respeito com o consumidor , tudo o que queria era uma explicação sobre o bonus que não tive, e ainda recebi uma grosseria como resposta. Péssimo cassino, não recomendo, e sinceramente, não invistam nesse lugar.

Dear Bbabips,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Scooby Bet Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Which bonus was activated on your account and what were its rules?
• Please share the link or a screenshot of the promotion that you activated on your account.
• Have you contacted casino support again for an explanation, after your initial inquiry wasn't successful?

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,

Tomas

foi o de 20 rodadas gratuitas com o rollover no cadastro. Fiz as 20 rodadas mais o rollover, conforme mostrado no print.

Após o rollover me encaminhei até o chat para ver o pq de não ter virado saldo real uma vez que já havia cumprido o rollover.

Nisso o atendente não soube me explicar sobre o bonus, eu perguntava do rollover, se precisava fazer deposito, quanto era o valor para resgatar meus fundos já jogados e mesmo assim ele não explicava. Perdeu a paciência e simplesmente disse que eles não eram uma empresa de aposta beneficente e que tinha clientes depositantes reais para atender. Encerrou o chat e desde então essa opção está desabilitada da minha conta.

Good morning

the 20 free spins the player is referring to are the registration free spins (FREE NO DEPOSIT BONUS/PROMOCODE)

On the right side of the photo of the FREE bonus in question you will find an I (information) click on it and you will find the rules and information!!

HAVE YOU DEPOSITED SOMETHING?

The free spins allow you to try our casino - ANY WINNINGS RESULTING FROM THE FREE BONUS WILL BE CREDIT TO YOU (MAX $200) IF you sign up (if you want) for a subsequent bonus with deposit and promotional code...

Frankly, we don't understand what your problem is.. You have NOT deposited, the conditions of the FREE NO DEPOSIT BONUS can be found in the bonus information sheet..

Please note, YOU ARE NOT REQUIRED TO REGISTER TO GET THE 20 FREE SPINS WITHOUT DEPOSIT. You can also not register on our site and see if you find BETTER FREE OFFERS ELSEWHERE.

If you want to get MORE FREE SPINS there are bonuses WITH DEPOSIT that allow you to ALSO receive FREE SPINS!

If you wish to close your account at our casino you will find a self-exclusion page under the heading RESPONSIBLE GAMING.

Vocês são completamente grosseiros em todas as respostas que dão.

Fui no chat para perguntar como funcionaria, qual era o valor que eu deveria depositar para obter meu valor jogado com o rollover e vocês não responderam, muito pelo contrário foram rudes desde o início.

Eu não pedi mais rodadas gratis e em momento algum disse que não iria depositar ou algo do gênero, uma vez que minha renda gira em torno de cassinos online e gosto de testar novos.

O motivo da minha reclamação é que eu não consegui encontrar os termos e condições do bonus em relação a rollover e quando fui questionar no chat fui tratado com a maior arrogância do mundo pois "vocês tinham clientes depositantes esperando para serem atendidos" sendo que eu estava querendo solucionar uma dúvida minha. Que até um momento ninguém foi capaz de responder.

Thanks to both parties for their replies.

Unfortunately, I didn't find the bonus or its rules on the website.

In the general rules, I found this:

8.8 LIMITATIONS: Please note that the minimum amount of deposit and minimum amount of withdrawal to/from the gaming account per transaction is 10 EUR. The maximum amount of deposit depends on the payment method You decide to use and will appear when choosing the payment method. 

Dear Bbabips,

• Have you registered on the website and made any subsequent deposits?
• Did the casino support later explain how much is expected for you to deposit to withdraw your winnings?

Eu não depositei pq o cassino simplesmente não me respondeu qual era a quantia necessária para eu conseguir sacar meu rollover e esse é o meu problema, eu quero suporte!

1) This is a free no deposit bonus! It is activated and visible only after entering the promo code.

Any bonus including this one has a photo. On the right side you will find a letter I. Click on it.

2) This bonus is free if you have not deposited anything

In the chat you were sent an automatic message explaining the conditions of the free no deposit bonus but it seemed that you wanted at all costs to withdraw the winnings of a BONUS BALANCE with predefined rules written in the conditions.

.

I repeat THE BONUS IN QUESTION WAS FREE WITHOUT DEPOSIT!!! You had to sign up for another deposit bonus and your winnings would be recognized. If you finished this deposit bonus you could withdraw!

This is the chat

We can send it all

We don't see anything rude to you

Em mensagem copiada e colada realmente não tem nada de rude, mas quando eu ainda sim não havia entendido a quantidade que teria que depositar para reivindicar o valor, o que vocês falaram? Tenho prints também segue em anexo a falta de respeito com o consumidor com uma dúvida. Eu em momento algum insisti para levantar o balanço ou algo assim, eu só não entendi como funcionava pois não estava escrito, em local algum e ainda não compreendi como funciona o levantamento desses meus ganhos. eu só estava com uma dúvida, e sim vocês foram rudes ao tentar explicar, parem de tentar amenizar

YOU ARE NOT REQUIRED TO REGISTER ON OUR SITE TO GET THE 20 FREE SPINS. (read the conditions of the bonus before playing and before opening complaints and wasting our time, the message sent after your play still indicated the conditions of the free bonus)

You would be doing yourself a great favor if you go to some other casino to play!

You are not welcome in our mess

Thank you

Ainda bem que isso é público, pois aí todos irão ver como vocês tratam os clientes com dúvidas. Suporte serve para dar suporte, tirar dúvidas, vocês são estúpidos e grosseiros. Eu não abri uma reclamação atoa, e sim por conta dessa tratativa, vocês são a pior escória possível. Se você não sabe atender o público não trabalhe com ele

fui logar na minha conta para ver a questão do depósito, os mesmos desabilitaram minha conta. Podem ter certeza que em TODOS os sites de review de casino eu vou reclamar o máximo de vocês, para ninguém investir dinheiro com vocês.

I think you're not a player! Players deposit, play and withdraw if they win.

About a week ago we removed the free spins without deposit promotion. From a week now only if you upload the documents and the documents are verified you will be able to receive 50 free spins. LET'S ELIMINATE WASTES OF TIME and preserve the real players who have purchasing power!

Most players are serious but unfortunately there are also people like you (you have nothing to say, you wake up in the morning thinking how to try to cheat someone maybe by opening some complaints..)

Of course everyone must read! YOU ARE NOT WELCOME IN OUR HOUSE - GO ELSEWHERE! Players similar to you CAN GO TO ANOTHER CASINO!

We wish you a lot of luck elsewhere, maybe this luck can make you a better person!

Cara, desde o início eu estou perguntando como faria para resolução disso, perguntei no chat como funcionava a questão do depósito, qual a quantia que eu teria que depositar, pois não estava conseguindo acessar os termos do bonus.

O motivo da minha reclamação desde o início é o quesito suporte, eu em momento algum não disse que não iria depositar, em momento algum disse que eu era contra as políticas do bonus, desde o princípio eu estou questionando a vocês como ele funciona e eu não entendi. Nisso vocês vieram com ignorância e continuam com esse rude tratamento.

Eu não sou uma pessoa ruim ou algo do tipo, tudo o que eu queria era uma explicação sobre esse rollover. Se eu não sou bem vindo no seu cassino? Ótimo, eu não me importo, mas saibam que vocês estão usando o meio de comunicação de vocês com extrema ignorância. Vocês são rudes

I am sorry for not replying sooner.

Dear casino representative,

Firstly, I kindly ask you to be civil and respectful going forward when handling player's complaints.

If a player activated a no-deposit bonus on your website and hasn't broken any rules, we believe he's eligible for legitimately won winnings.

if the player was supposed to deposit a minimum qualifying deposit before he is eligible for a withdrawal of the bonus winnings, please enlighten us on how much he should deposit.

Also, after the winnings are paid out, feel free to refuse the player as the customer and close their account, but not before he receives a payout.

I'll await your reply.

Clearly you haven't followed the chats with the player (we can send them if you want)

1) The 20 Free Spins Free Bonus does not provide any winnings.

Bonus conditions letter I on the right side of the bonus photo. The bonus conditions are visible after the activation of the bonus promo code.

2) The player, after having played the 20 free spins, wanted to withdraw the winnings without depositing 30 euros for the next bonus (we have the chats about this). Condition of the free bonus. Must deposit and complete the next bonus wagering.

We explained that this was not possible. Another condition of the bonus is payment of 30 euros within 7 days. the player was notified in chat (we have chat)

Another condition of the bonus: the casino reserves the right to request the player's documents.

Another condition of the bonus: the casino reserves the right NOT to grant the bonus to the player (casino discretion).

Eu não quis levantar o bonus sem depositar, perguntei inúmeras vezes qual o valor necessário para depósito para a retirada do bonus, escrevi isso inúmeras vezes, tanto no chat quanto nas reclamações aqui.

Quando fui ver um valor para depositar desativaram minha conta.

Não entendo realmente essa questão, uma vez que cumpri o rollover, só gostaria dos meus ganhos uma vez que joguei o bonus e tendo que depositar ou não, tudo o que aconteceu é que eu não entendi como funcionava

We have already written to you in chat the conditions of the FREE NO DEPOSIT BONUS that you have signed up for and PLAYED (we can send you photos if you want). You can join the bonus with the promo code, you can read the conditions and IF YOU ARE NOT SATISFIED WITH THEM YOU CAN CANCEL THE FREE BONUS WITHOUT DEPOSIT.

 Once again be careful and read the bonus conditions

+ The free bonus has no winnings

+ The next deposit bonus is AT THE CASINO'S DISCRETION

+ ALWAYS AT THE CASINO'S DISCRETION WE CAN REQUEST DOCUMENTS

+ always at the casino's discretion YOU WILL NOT BE ABLE TO PARTICIPATE IN OTHER BONUSES TO COMPLETE THE COMPLETE CYCLE OF THE 2 BONUSES (FREE 20 SPINS + $30 DEPOSIT WAGERING 40 MAXIMUM WINNING 300)

+ Promotion duration 7 days

You played 20 spins for free.. and PER THE BONUS RULES THE CASINO HELD THAT YOU DID NOT HAVE THE QUALIFICATIONS TO CONTINUE PLAYING WITH US.

We don't understand what the problem is? It's all written in the BONUS regulation and information sheet. "You don't look in the mouth of a horse as a gift" (you have played 20 free spins) but we advise you to read the BONUS conditions in the future.

Dear Scooby Bet Casino,

Kindly provide a screenshot of the promotion information sheet, since I couldn't find the bonus on the website.

As we have already mentioned previously, this bonus is no longer active. It has been replaced with a document verification bonus.

At the moment we cannot provide you with photos relating to this bonus.

Could you please forward me the information regarding the bonus to my email at tomas@casino.guru?

Can the player's account be reopened to proceed with a deposit and subsequent withdrawal of the winnings?

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

E nunca mais responderam

Dear Bbabips,

I am sorry, but we cannot continue resolving the complaint without the casino's cooperation, and we're forced to close it as unresolved, which will lower the casino's rating.

Let me give you our point of view once again:

Generally, if a casino gives a player a bonus, we believe he's eligible for winnings, provided that no rules were broken. In this case, there was no indication there were any rules broken. However, the casino asserted there were still some requirements needed for the player to complete, namely a deposit of funds and a playthrough of another bonus.

Instead of allowing the player to deposit, his account was closed, and the promotion was discontinued. We asked the casino to prove it would be impossible for the player to win from the bonus in the first place by asking for the rules of the bonuses as they were presented to players, but these details were not provided. Also, no alternative solution was provided.

I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. I am sorry we could not be of more help on this occasion.

Best regards,

Tomas

Casino.Guru