Space Lilly Casino - The player's bonus was not granted.

Good morning,

Many casinos send misleading advertisements claiming that they give us something, no deposit required. In this case spacelilly (attached screenshot) but I have received several. This is clearly misleading advertising. Nobody controls them? In case they send emails that are honest and transparent in what they send

Hello Mandy,

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

Did you follow the instructions given in the e-mail and contacted the casino support for this bonus? If yes, what did they respond to it? Why wasn't the bonus granted.

Also please send any additional relevant evidence or communication with the casino to nikolas.b@casino.guru.

Looking forward to your answer and I hope we will be able to help you resolve it.

Regards,

Nick

Hi,

Yes, I contacted support and the answer was "you have already benefited from a bonus, now you will have to make a deposit if you want to take advantage of our bonuses.

A) when speaking via chat and once they end the conversation/chat, we no longer have access to what was written there by both parties. note: this is a way they have, to defend themselves in case of litigation, they close the chat, and even though it is written there that we are right, once closed, we no longer have access to the history.

B) In the complaint I sent you a screenshot of the email I received, there is no margin for error, it is very explicit.

Dear Mandy,

I've checked the screenshot provided and there is nowhere mentioned whether it is a deposit or no deposit bonus. Could you please clarify what you see as misleading on that?

Hi,

I didn't deposit any amount.

The 10 euros was a bonus

I played with this bonus of 10 euros until I got +/- 683 euros. That is 68 times more.

As soon as I got that amount, I chatted with Andreia, who confirmed that the money won 683 was real and could be withdrawn.

Hi,

I've explained everything from A to Z. What don't you understand?

Good morning.

Start again.

PokerStars offered me a welcome bonus of 10 euros with a goal of 50 points (the 50 point progress bar disappeared when I got 50 points). with those 10 euros I played until I reached a sum of +/- 683 euros. As soon as I reached this amount, I chatted with (Andreia) and asked her: is this amount real, can I withdraw? Andreia replied: yes it's real and you can withdraw, but for that, we have to validate your account, you have to send us a bank receipt, where your name, the name of the bank, the IBAN and Swift appear, after validating the documents, I (Andreia) will help you, step by step, to request the withdraw. Andrea guided me. so much so, that I received confirmation of document validation and withdrawal processing by email of 680 euros.

but about +/- 3 hours after I received a third email informing me that what the money was just for playing games and that I hadn't made a significant win.

Dear Mandy,

Do you have any screenshot or saved chat with the casino operator where she claims it is real money? If yes, please forward it to nikolas.b@casino.guru.

Regards

Close the case.

I'm wasting time......

The complaint will be now closed on the player's request.