The player from Germany was upset due to the misleading bonus conditions at an online casino. Despite getting confirmation from chat support, the bonuses promised did not appear after her deposit. The casino responded by explaining that the bonuses she tried to activate were for first-time deposits only. We explained that if she had tried to activate bonuses for which she was not eligible, there was nothing we could have done. The player did not respond to our further messages, leading to the rejection of the complaint.
Verde Casino - Player faced miscommunication regarding bonus terms.
Amount: €25
Verde Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
4 months ago
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5 months ago
Translation
Hello everyone,
I'm feeling a bit unfairly treated and unjustly handled... it might even be a case of unfair competition. Now, I know many of you don't think much of bonuses, but that's not my issue here... I've been registered at many casinos for quite a while now, and this has never happened at any of them. Usually, there are bonus codes available through social networks like Telegram, Whatsapp Messenger, etc., from either them or their affiliates, each with different good values.. But that's not what this is about... Here, I've always used and it works well with all the others, namely through Telegram AI "Casino Promo Bot", mostly for (ggbet, ice casino, vulkanvegas, verdecasino) with all the others, for example, no problems and for verde, the advertised codes were invitingly good (177%+70fs for min10€ deposit) (225%+75fs for min15€ deposit). For the former, I used a code the day before yesterday, the bonus at verde generated as usual as it is accepted by the code, activated, deposited and no bonus (always disappeared as if used up) but no bonus received. Upon enquiry via online chat and their verification, the answer (erroneously) was that I had deposited the wrong amount, it shouldn't have been 10€ but 35€.
But in such a mistake, the bonus wouldn't just dissolve from the active deals. Afterwards, following my clarification, they said it was only for first-time registrants. I was upset and left.. much much later yesterday I entered another code, activated it, but first got approval from the online chat as to whether this super cool bonus was real and would work. Their answer was to just deposit and go... I wanted to use the bonus tonight, I deposited, no bonus. Another chat liner says hang on.. checks and says it was only for first deposit... but nowhere... nowhere does it point it out... and I also had my confirmation that everything should be fine with it. Now isn't this just unfair competition... extremely unfair... I would have definitely chosen elsewhere with my deposit. And whether one can finalize the bonus or not would anyway still be in the stars. But at least it’s an additional chance.. and fun... and in this way, it's just fraud on customers..
Chat logs could be attached as well but.
Automatic translation:
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5 months ago
Dear kirovalilyanaivanova,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please clarify which bonus you tried to activate? Please post a link or promo code for the bonus you tried to activate. Also, please post a screenshot of your bonus history here in this thread.
Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here.
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,
Kristina
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5 months ago
Dear kirovalilyanaivanova
We are here to resolve any dissatisfaction you might have 🙂
But we are kindly asking you to help us out and point out where we might be wrong.
We can see that you activated the bonus max***777 (177% + 70 fs on Book Of Sirens). But it clearly states, that this bonus is for 1st deposit only ("This offer only applies to the first deposit which you make within 3 days of the moment you activate this bonus.")
Later, you activated the bonus top***** (225% + 75 fs on Big Bass Bonanza). But once again, it clearly says: "This offer only applies to the first deposit which you make within 3 days of the moment you activate this bonus."
Now it looks like you activated the bonus from Advent calendar, and the minimum deposit for it is indeed 35 eur.
Please kindly let us know which resolution will come to you satisfaction?
Kind regards
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5 months ago
Translation
H
hello Christina
Thank you very much for your quick reply
Um, I don't really like arguing at all or I would just ignore getting annoyed because of little things
I also made myself very comfortable at home with a bottle of red wine.
I have already uploaded the screenshot of the bonus code. What annoys me is that it happened to me twice on the same day. Then I reassure a lot and play the game again as if I were stupid. My friend has probably experienced the same thing before. He once warned me beforehand. Only the repeated chats annoy me more. The first one could almost be passed off as a misunderstanding... but the 2nd TIME...
I find it malicious and who in particular was I supposed to ask the second time and so you shouldn't believe the chat helpdesk... I also found it very nice, I hope, but where is my mistake?
Let's see if I can do that with de
In my bonus history, I think... Above all, there shouldn't be anything noted there... right?
I'll take a look... relevant page chat here in print version.. x2
Kind regards to everyone here
Lilyana
Edited
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5 months ago
Translation
Dear verde casino
I'm so sorry... please excuse me for being like that... I can't imagine that you do something like that on purpose or... but it's unfair... I have a screenshot of the two codes from the bot from Telegram here. .. You're right! I was also drunk and had already used one of these 2 super codes that also worked at Vulkan and one at Ice Casino from the bot and everything worked great. There were also codes for verde... But I was already cheerful and only read today that these bonuses from the bot are for first depositors. But why could it be activated and deposited now? I think it's great if your technology recognizes this and doesn't make the same mistake as I did when I first made a deposit of €10. I don't think there's anything concrete about the second one... the same thing could be activated here... but please, I also asked this time whether it would work now... I'm sorry, Moni, honestly, you were nice... what's that about? .. is .. why didn't they just simply offer something .. something small doesn't have to be carried out here..
I felt like I was kidding everyone...
Unfortunately and no one likes that.
Greetings to you and wish you a happy holiday.. something like that doesn't have to be worn over the holidays.
So ultimately I'm sorry now...
Can we stop this? You don't have to give me anything either. I think companies have a hard time too.
That's how I am sometimes...
Love, greetings
Lilyana
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4 months ago
Translation
Hello verde casino support, unfortunately I didn't see a name.
After consulting with my boyfriend/husband and gaming friends... they also found it strange and, objectively speaking, said I was completely blameless... no. Code that is used or should no longer be possible for a profile should and must definitely not be technically possible. Then, according to our nerdy here, our friend is the job of the casino to fix you from these errors. This probably happened to my friend last year too. The casino software has been susceptible to this error for some time to the detriment of the paying customer. Certainly others too.. Gerold says that is probably called accepting unfair competition with deception.. He will one day become a lawyer, what a formulation.
He doesn't know whether it would have been binding in your industry to have prevented these mistakes in advance, but a smart advisor would probably know what's legal and binding and order a warning with conditions to fix the problem and also set a high reminder fee.
That was Gerold, the friendly knight of the family.
So I would like to have my bonuses. I'll gamble it away anyway...
But the real one. THE QUESTION IS, how often does this happen to you and if I and I had not made the effort? Only 2x same day plus upon request...
Where do you see my mistakes in this matter....
What could I have done to avoid falling into this error if it was still approved by Chat 1? Payment 2. Where is my mistake in payment 2.??
How could I not have fallen into this error?
Good, that was really strong... I think that's honestly objectively looked at...
Greetings and goodnight...
Lilyana,
Her husband
+ friend Gerold K
TWO. OTHER friends, although only Gerold was involved here too... I thank him and apologize, it would be too difficult for me to explain anyway... but I understood.
So gn8 bye bye'😘👍🛕
Automatic translation:
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4 months ago
Hello everyone,
Thank you both for your replies.
kirovalilyanaivanova, please understand that if you attempted to activate bonuses for which you were not eligible, there is nothing we can do. We prefer casinos not to credit such bonuses to players because it often results in the player receiving a bonus they were not eligible for, and then the casino confiscating their winnings, which is way worse in my honest opinion.
I apologize, but we are not in a position to force casinos to credit you bonuses you are not eligible for, nor can we penalize them for it. I am afraid that I can only recommend that you always thoroughly check the bonus T&Cs before activating it.
Please, let me know if there is anything else I could help you with, otherwise, I will be forced to close this complaint. Thank you very much for your understanding.
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