The player from Russia had deposited $602 with the expectation of a promised bonus. After making the deposit, the bonus had not been credited to his account. The player stated that the casino had not explained their decision. He had discovered the bonus offer through YouTube and decided to deposit funds, but was later informed by the casino that he had been excluded from the bonus by the administration. The casino justified their decision by citing rule 10.2 on their website, stating that they reserved the right to review the size and frequency of bonus offers if a user received a disproportionate number of bonuses compared to their deposits. The player confirmed that he had made deposits and claimed bonuses at other casinos within the same group. We explained that while it was not usually prohibited to have accounts in multiple casinos within the same group, casinos could review bonus offers and there was no legal right for a player to automatically receive a bonus. The player's deposit remained in his account and he was free to use it.
Starda Casino - Player didn't receive promised deposit bonus.
Amount: 602 ₮
Starda Casino
Safety Index:HighUnjustified complaint
REJECTED
Case summary
I visited the site and was offered a deposit bonus. After making a deposit of 602 dollars, I did not receive the promised bonus. It turns out, the bonus was fake, only a ploy to entice me into making a deposit.
Dear danil3131,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Starda Casino.
Please allow me to ask you a few questions, so I can better understand the situation.
Did the casino explain its decision to not grant you the deposit bonus?
Have you decided to play the deposited funds or are they still on your account?
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
Dear danil3131,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
The casino did not explain its decision, the funds are still in my account!
Could you please advise how the bonus was advertised to you? (email, social media, etc.)
How did the casino respond when you contacted them about the issue? Please send me your interaction with the casino to my email at tomas@casino.guru
Dear danil3131,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
I saw the name on YouTube and decided to go play, when registering I saw the bonus and decided to make a deposit, after which the bonus did not arrive and the casino wrote that by decision of the administration you were excluded from the bonus
Thank you very much, danil3131, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
Hello danil3131,
I'm Michal, and I have taken over your complaint. I have reviewed your case, and just so you know the bonuses have become an essential marketing tool for online casinos, crucial in attracting new customers and for the retention of the existing ones, however, the casino can decide not to award the bonus if they found valid reasons for it. The bonus represents a form of reward the players get for opening an account in a casino, depositing money, or real money betting, but there is no legal right for any player to receive a bonus automatically.
I will still contact the casino to shed more light on this matter.
We would like to invite Starda Casino to join the conversation.
Dear Starda Casino,
Can you please provide more information on why the bonus was not granted to the player?
Hello! According to the rules 10.2 of our website "The Casino reserves the right to review the size and frequency of bonus offers on a case-by-case basis if it considers that the user gets a disproportionate number of bonuses compared to the ratio of bonuses received and deposits made". The player had bonuses activated on all our projects, the site administration decided to restrict the player's access to receive bonuses in accordance with our rules. The player's deposit is on the balance, he can use it.
Best regards,
Starda Casino!
I just registered on your site and made 1 deposit
Dear danil3131,
Have you created an account and claimed bonuses at IZZI, Rox, Jet, Legzo, Volna, Fresh, Drip or Sol Casino?
Yes, I made deposits in some of these casinos, but is it prohibited to do so? , I have not seen any such rules!
Dear danil3131,
Usually, it is not prohibited to have an account in more casinos within the same group (although we have seen some casino groups that prohibit this). The rule, as mentioned by the Starda Casino team, is nothing unusual, and the casinos can review the size and frequency of bonus offers to any of their players. As I mentioned previously, a bonus represents a form of reward the players get for opening an account in a casino, depositing money, or real money betting, but there is no legal right for any player to receive a bonus automatically. I understand that you were expecting to receive the bonus, but the casino team has acted according to its rules, and we can't consider this something that is not fair.
Your real money deposit is in your casino balance, and you are free to use it. Is there anything else I can assist you with?
Dear danil3131,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
Dear danil3131,
Although it seems as though this issue has been resolved, as we haven't had a further response from you to confirm this, we are, unfortunately, forced to reject this complaint.
Don’t hesitate to contact us if you run into any issues with this or any other casino in the future and we will try our best to help.
Best regards,
Michal
Casino Guru
