The player's bonus after depositing was not credited for unknown reasons. We ended up closing the complaint as ‘unresolved’ as the casino would not respond.
Winnings Casino - Player's bonus was not credited.
Black points: 12
Amount: €30
Winnings Casino
Safety Index:Below averageSafety Index
Casinos with a Below average Safety Index usually have an unfavorable ratio of their number of visitors to relevant complaints submitted by players. It means that this casino has probably treated some players unfairly in the past.
Unresolved
Our verdict
No reaction policy, good regulator
UNRESOLVED
Case summary
2 years ago
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2 years ago
Translation
The deposit to the casino was 30 euros and I did not receive the first deposit bonus offered.
Chat reported that some higher authority reported that I did not
not eligible for the bonus and if I wish I can withdraw the deposit
but I can't get to the casino from home.
I would also like to know why I am not eligible for bonuses. The same problem exists at other casinos of this operator.
Automatic translation:
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2 years ago
Dear Asko,
Thank you for submitting your complaint. I’m sorry to hear about your bad experience. Could you please confirm that your deposited amount has stayed untouched?
Would you be so kind and send me all the relevant communication between you and the casino, so we can gather as much information as possible? My email address is kristina.s@casino.guru. Alternatively, you can post it here.
Looking forward to hearing from you.
Best regards,
Kristina
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2 years ago
Translation
The deposit is still at the Casino.
Sorry, the conversation with Chat is no longer there, but Chat wrote
that higher authorities have been notified that I cannot receive bonuses but may withdraw the deposit
but the casino does not display a menu from which to withdraw.
When I try to log in to the casino, there will always be a start page asking me to log in or register
but when you open a game there will be a deposit.
Automatic translation:
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2 years ago
Thank you very much Asko for your reply. I will now transfer your complaint to my colleague Adam who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.
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2 years ago
Hello Asko,
I have reviewed your case and will try to contact the casino to see if I can help.
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2 years ago
Translation
Now the Casino website is up and running from my home but I still want to know
why you are not eligible for the bonus at this Casino and other casinos of this operator
Automatic translation:
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2 years ago
Hello Asko,
Thank you for the update, I am awaiting a response from the casino and will keep you informed of any developments.
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2 years ago
Hello Asko,
I tried to contact the casino by email but received no response.
I have been informed by the casino's live support that they will not discuss a player's account with a third party and that you need to contact them yourself.
As such I will have to close this complaint as unresolved.
If you wish to take the matter further, I recommend you to contact the Malta Gaming Authority (https://www.mga.org.mt/support/online-gaming-support/) and submit a complaint to them. It's a good licensing authority and has better options and tools to help players.
I wish I could be of more help,
Best regards,
Adam
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