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I made a deposit for the first time, I asked for the initial bonus but I did not receive it. I wrote and emailed and they replied that there was no bonus available for me at that time. The initial casino bonus is for everyone but I did not receive it

Направих депозит за първи път,поисках си началния бонус но не го получих.Писах и имейл отговориха ми че нямало наличен бонус за мен към тоя момент.Началния казино бонус е за всички но аз не го получих

Dear hristo1981,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand, that we can’t penalize the casino for taking away your privilege of receiving further bonuses. Casinos, in general, have a right to restrict or even close players’ accounts if they suspect irregular play or other questionable activities or for no reason at all. 

Casinos are not obligated to reward their players with bonuses and bonus privileges can be limited or revoked at any time without further notice.

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

Best regards,

Petronela

Yes, but in this case it is about an initial bonus for the first deposit, even so they advertise the casino on TV!

Да но в случая се касае за начален бонус при първи депозит,дори така си рекламират казиното по телевизията!

This initial bonus is for every new customer who makes their first deposit, these are casino rules and they don't follow them!

Този начален бонус е за всеки нов клиент който направи първият си депозит,това са правла на казиното а не ги спазват!

I understand that it would be ideal if advertised bonuses were available for everyone, unfortunately, it is not always the case. If you deposited funds into your account and tried to redeem a bonus but it wasn't available for you, you may be entitled to a refund. This would be possible only if you didn't play your deposited funds yet and undergo the KYC verification. Could you please advise if you verified your account already and if the deposited funds are still untouched inside your account? Thank you.

Dear hristo1981,

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.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.