The player from Bulgaria is highly dissatisfied with a promotional offer. We rejected the complaint because the player didn't respond to our messages and questions.
I received an offer for a cash bonus of 100% up to BGN 10 for a qualifying deposit. I deposited and played the deposit, but the bonus balance remained locked. They explained to me that I have to deposit a second time, as I have to play another BGN 1.4 in qualifying games. After checking the bonus rules, I found that nowhere is it stated that I cannot play Legend of Cleopatra Megaways with the deposit, but the casino claims that I do not have qualifying bets and I have to make a new deposit.
Dear koko868686,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please advise what was the exact reason why a promotional offer couldn’t have been activated in your account? Have you tried to communicate this issue with the casino? If there’s any relevant communication, please forward it along with the exact bonus link to petronela.k@casino.guru.
Meanwhile, please understand, that we can’t penalize the casino for not giving you a bonus automatically.
Thank you in advance for your reply and I hope we will be able to help you as soon as possible.
Best regards,
Petronela