The player from Germany hasn't received a bonus despite making a deposit and following instructions to receive a welcome offer. We rejected the complaint because the player clearly wasn't eligible for this bonus.
ZotaBet Casino - Player hasn't received a bonus.
Amount: €30
ZotaBet Casino
Safety Index:HighSafety Index
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8.9
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
9 months ago
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1 year ago
Translation
The site operates a fraudulent bonus policy. It is advertised with a welcome offer, when making a deposit it appears that this is activated. Even after the first deposit, the offer will appear in the personal offers with the note that it would be sufficient to enter a code WELCOME when making a deposit. Nothing is credited, the customer service justifies this absolutely contradictory, implicitly insults you that you are too stupid to understand the word welcome, furthermore is not able to prove that such restrictions are somehow explained before the deposit. It is then deliberately played dumb and pretended as if one were only adhering to regulations.
Automatic translation:
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1 year ago
Dear Lexikasus,
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 confirm that you fulfilled all conditions to be eligible for this bonus and entered the code correctly? Have you already played with your deposit?
Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here.
Thank you very much in advance for your reply.
Best regards,
Kristina
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1 year ago
Dear Lexikasus,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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1 year ago
Translation
I have already communicated everything relevant in this regard. All correspondence with the casino is also available to them. To recap: The deposit I made after seeing the relevant offer in my personal offers was made correctly following the instructions of the casino's chatbot with the correct coupon code. I wrote to customer service immediately after making the deposit, who, even after repeated inquiries, could not explain to me exactly where to find the rule that I allegedly broke. It follows that you are offered a bonus, which is also very proactive and promotional, but for which you are not entitled. But this information is not given anywhere. I want to reiterate that before depositing, I even wrote to the chatbot and followed his instructions.
Automatic translation:
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1 year ago
Thank you for your reply, Lexikasus. Do I understand correctly that you have already lost (or started playing with) the deposit that was supposed to activate the bonus?
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1 year ago
Dear Lexikasus,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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1 year ago
Translation
No, you misunderstood. I contacted customer service immediately after making the deposit I described.
Automatic translation:
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1 year ago
I understand. However, you have not yet answered whether you have already played with that deposit or not.
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1 year ago
Dear Lexikasus,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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1 year ago
Translation
No I didn't, I thought I clarified that with "contacted customer service immediately after deposit"
Automatic translation:
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1 year ago
Well, I clearly see you did as it is mentioned in the conversation with the casino you attached to this complaint:
Furthermore, the support explained in detail that you cannot activate a welcome bonus on top of the second deposit bonus, as this specific bonus is available for the first deposit only (which by the way is standard practice in online casinos that welcome bonus can only be claimed by first-time depositors). I don't see anything unfair here and the casino didn't act maliciously. I would recommend that you read the whole conversation again, as you clearly received a valid explanation as to why you didn't receive the bonus. I am sorry, but in this case, we don't think that the casino did anything wrong and we cannot penalize them for not crediting you this bonus as you were not eligible for it.
Unfortunately, after gathering all the necessary information we are forced to reject this complaint. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
