The player played with a bonus, managed to meet the wagering requirements, but couldn’t convert his bonus into winnings due to a strict bonus policy. The complaint was rejected.
StarVegas Casino IT - Player is displeased with the casino’s bonus policy.
Amount: €70
StarVegas Casino IT
Safety Index:HighSafety Index
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
4 years ago
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4 years ago
Translation
Hello. I received an email with a 200% deposit offer + 30 free spins. I subscribed to the offer by paying 20 euros, I got 40 euros in bonuses (but I had to make a claim to support first because they had credited me with only 20 euros in bonuses). I played the real 20 euros (you have to play your own money first and then the bonus) I regularly lost them. After 24 hours they gave me the 30 free spins, I played them on Book of Ra de Luxe, I made a bonus win of 70 euros. I continued to play on Book of Ra de Luxe for hours, reaching a bonus of around 1000 euros, I reached and exceeded the game requirement necessary for unlocking (30x) but I was not converted into a real bonus. The reason? The game requirement had to be met with my money, i.e. I had to pay more money, play it and try to reach the unlock requirement. On any online site that offers bonuses, the wagering requirement for unlocking must be achieved by playing with the bonus money not with any other money paid. If you consider that the free spins give them after 24 hours, it is practically mathematical that you have to pay more money in order to unlock the bonus received with the free spins. In my opinion, it is a policy that hides a colossal rip-off. It is not a bonus, but an incentive to still pour money into your coffers.
Automatic translation:
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4 years ago
Dear Flavia,
Thank you for contacting Casino Guru. I’m sorry to hear about your negative experience. The condition you mentioned sounds a bit unusual. Could you please forward the email with the bonus and the conversation with the casino to us? That would be very helpful.
Best regards,
Peter
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4 years ago
Translation
Hello, thank you for your interest in my complaint, I replied by email by forwarding the offer received and the emails of the conversation I had with the support of Starvegas.
Regards
Flavia
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4 years ago
Hi Flavia,
Thank you for the reply. I looked at the emails you forwarded to us. I have to admit the Bonus T&Cs are unusual. I can imagine it must be confusing for a player who used to play in other international casinos, but there are several Italian casinos that offer this type of bonus. Unfortunately, there is not much we can do. The casino can form their own T&Cs and set their own rules for the game play, especially when it comes to bonuses. I can only recommend you always read the Bonus T&Cs properly before you start to play with a bonus. I agree with you these terms are strange, but we can't penalize the casino for it. I wish I was of more help.
Best regards,
Peter
