The player from Finland had complained about not receiving the promised bonus from an online casino. He had been confused about the casino's high security rating despite negative feedback. We had explained that the casino had the right to restrict or withdraw bonuses at any time, and the rating was based on multiple factors, not just one player's experience. Unfortunately, we could not support the player's complaint and it was rejected.
Wazamba Casino - Casino denies player's bonus.
Amount: €25
Wazamba Casino
Safety Index:Very highSafety Index
Casinos with a Very high Safety Index are usually proven by hundreds of thousands of players while having zero or a small number of relevant complaints. We consider playing in casinos with a Very high Safety Index perfectly safe, as they have proven that they treat their players fairly.
Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
4 months ago
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5 months ago
Dear kassuplayer6,
Thank you for submitting your complaint. I'm sorry to hear about the challenges you're facing.
Please understand that we cannot penalize the casino for revoking your bonus privileges. Casinos, as a general practice, reserve the right to restrict or close player accounts if they suspect irregular play, engage in questionable activities, or for no specified reason.
It's important to note that casinos are not obligated to provide bonuses, and the privilege of receiving them can be limited or withdrawn at any time without notice. While it would be ideal to inform players of new restrictions, unfortunately, it is not a standard practice. If you haven't placed any bets using your last active deposit, you should be entitled to a full refund.
Feel free to provide any additional information I may have overlooked. However, if not, I regret to inform you that I may have to reject your complaint as unjustified. I appreciate your understanding and look forward to your reply.
Best regards,
Petronela
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5 months ago
Translation
The same thing happened today https://librabet.com/fi what is this really about? I always get the same message from the chat and I don't understand why I don't get bonuses.
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5 months ago
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How has casinoguru rated the security 9.10/10 and all ratings are 1/5 stars and full of bad feedback? Could you fix the security ratings?
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4 months ago
I regret to inform you that we are unable to modify the casino rating solely on the basis of one player's encounter. If you are genuinely interested in understanding our casino review and rating process, I recommend reading the following article: Casino Guru Reviews – Learn About Our Casino Review And Rating Process.
It's essential to comprehend that numerous factors contribute to the safety rating, and we cannot compel casinos to provide promotional offers to players. The allocation of bonus rewards is entirely at the discretion of the casinos, and they have the authority to decide whether a player is eligible for bonuses or not.
I wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.
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