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Good morning, I'd like to highlight a rather unpleasant situation I encountered with this casino. What I'm telling you is a matter of principle and partly because I feel mocked and defrauded by the casino itself. I'll proceed step by step: I make a deposit of €75 on Monday and receive a casino bonus.

Buongiorno, con la presente tengo a sottolineare una situazione alquanto spiacevole verificata con questo casinò quello che vi sto raccontando è una questione di principio e perché in parte da casinò stesso mi sento derisa e ingannata. Procedo per tappe effettua un deposito di 75 € lunedì mi viene assegnato un bonus casino..

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Dear Valospid,

Thank you very much for submitting your complaint. Unfortunately, based on the current description of events, I’m not able to assist you with this case, and I will definitely need more information.

Could you please elaborate?

I will be patiently waiting for your reply.

Best regards,

Katarina

Gladly, this is the bonus that was awarded to me

Volentieri, questo è il bonus che mi è stato riconosciuto

This bonus, when I can activate it, which is the one they assigned to me after the €75 top-up, as previously mentioned, gives me this screen

Questo bonus, al momento che lo può attivare, che è quello che mi hanno assegnato dopo la ricarica di 75 €, come detto in precedenza, mi dà questa schermata

The second screenshot proves that I have no open bets on my account, so they should have automatically activated the bonus they'd assigned me. When I requested activation of the bonus through Customer Service chat, they made up a load of bullshit, telling me that this bonus doesn't exist, that it's gone, that it can't be activated, and so on. I felt cheated, and in a certain sense, even scammed, not so much by the bonus itself but by the casino's approach. You first have to top up, then give it a promo, do whatever you need to do, and then go and activate the promo. They deceive you by making up trivial and unnecessary excuses. I've written to you to make you aware of this unpleasant situation, also because they'll surely continue to do it, just as they did with me, even with other people. From the moment they offer bonuses or promos and then make up excuses, they cling to some technicality in the rules. It would be good if someone, or rather, in this case, you, intervened to protect the casino's interests and transparency towards players.

Il secondo screenshot sta a testimoniare che io non ho giocate aperte sul conto, quindi loro dovevano automaticamente attivarmi il bonus che mi avevano assegnato. Quando richiesto l’attivazione del bonus al Servizio Clienti in chat mi hanno inventato una supercazzola dicendomi che questo bonus non esiste che non c’è più che non può essere attivato e via discorrendo mi sono sentita presa in giro e da un certo punto di vista, anche truffata non tanto tanto per bonus in se stesso ma per il modo di fare del casinò che prima ti fa ricaricare ti dà una promo fai tutto quello che devi fare al momento vai ad attivare la promo ti inganna inventandoti delle scuse banali e superflue al momento in cui ho sentito dire di voi che difendete gli scommettitori. Vi ho scritto per mettervi a conoscenza di questa situazione sgradevole, anche perché sicuramente continueranno a farlo come l’hanno fatto con me, anche con altre persone, dal momento in cui propongono dei bonus delle promo e poi inventano delle scuse si attaccano a qualche cavillo del regolamento. Sarebbe bene che qualcheduno, ovvero questo caso voi interveniste per tutelare gli interessi e la trasparenza del casinò stesso nei riguardi dei giocatori.

Dear Valospid,

thank you for the explanation.

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?  
• Is this bonus sports betting related?

1. Could you please forward all communications you have had regarding this matter with the casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

Looking forward to your reply.

Katarina

This bonus is related to the top-up you make weekly. By top-uping by X euros, you'll receive free spins and a bonus on the top-up. The problem is that when you go to activate it, they make up excuses and don't activate it. I've noticed that this type of game at various casinos is a bit like a decoy. When you go to request activation, in compliance with the terms and conditions, they tell you either it doesn't exist or that they're no longer available. My only mistake is that I requested the bonus both times for activation via chat, not email. As soon as the situation occurs, they provide you with the email address. In any case, you can investigate this situation. It's very, very misleading.

Questo bonus è correlato alla ricarica effettui settimanalmente effettuando una ricarica di X euro ti accreditano i free spin e un bonus Del sulla ricarica. Il problema è che quando vai a attivarlo ti inventano delle scuse non l’attivano. Ho notato che questo tipo di di giochetto lo diversi casinò è un po’ come uno specchietto per l’allodole. Quando vai a fare la richiesta di attivarlo che rispetti i termini e condizioni loro ti dicono o che non esiste o che non fa più in tempo e l’unica errore mio è che la richiesta del bonus in entrambi le volte per l’attivazione l’ho fatto tramite la chat non tramite email appena mi si verifica la situazione ti mette a disposizione l’email. Comunque, potete indagare questa situazione. È una situazione molto molto fuorviante

Dear Valospid,

thank you for your reply.

Have you forwarded your communication with casino support to my email, please? I was not able to locate it. Could you please forward it at your earliest convenience? My email is katarina.d@casino.guru. Kindly include emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

Looking forward to your reply.

Katarina

Dear Valospid,

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.

I haven't had any emails, but I've always spoken in chat. I understand the situation is complex, but if you can, monitor the situation. They're using bonuses as a decoy.

Non ho e-mail parlato tutte le volte in chat . Capisco che la situazione è complessa ma se potete monitorate la situazione usano i bonus come specchietto per le allodole

Dear Valospid,

thank you for your reply.

Please provide the link pertaining to the bonus in question.

Could you please ask casino support for live chat transcripts from the and forward them to us?

It is important to understand that substantiating your claim against the casino necessitates the provision of supporting documentation. Kindly re-engage with casino support to request a comprehensive explanation regarding the denial of your bonus awards.

Looking forward to your reply,

Katarina

Dear Valospid,

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.

You can close the complaint

Thank you

Puoi chiudere il reclamo

grazie

Dear Valospid,

thank you for your message.

In accordance with your instructions, we are closing and rejecting this complaint based on the player's explicit request. We regret that we were unable to provide further assistance in this matter. Please do not hesitate to contact us in the future should you encounter any issues with this or any other casino, as we are always available to assist you.

All the best,

Katarina