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Hello, today I made a deposit of €15 at the online casino, where a wheel opened for me and from it I won a €25 cash bonus. I tried to carefully read the terms and conditions for this bonus, but I only found general explanations and examples. For more detailed information, I decided to contact the live chat. There I received a misleading answer that the bonus amount must be wagered once in order for the money in my account to become withdrawable. After activating the bonus, it turned out that I had to wager €875. I tried to contact the chat again, I also wrote an email, but I received unrelated answers or none at all. Then I called the phone number provided on their page. After a long discussion, they explained to me that the colleague had made a mistake by failing to mention 35, for which they apologized, and only after I asked what to do after she made a mistake. This was the information they could provide me at this stage. The conversation was recorded on both their side and mine.

Здравейте, днес направих депозит от 15 € в онлайн казиното, където ми се отвори колело и от него спечелих 25 € кеш бонус. Опитах внимателно да прочета условията за този бонус, но открих само общи обяснения и примери. За по-подробна информация реших да се обърна към чат на живо. Там получих заблуждаващ отговор, че сумата на бонуса трябва да бъде разиграна веднъж, за да станат парите в сметката ми изтегляеми. След като активирах бонуса, се оказа, че трябва да разиграя 875 €. Опитах отново да се свържа с чата, писах и имейл, но получавах несвързани отговори или никакви. Тогава се обадих на телефона, предоставен на страницата им. След дълга дискусия ми обясниха, че колежката е допуснала грешка, като е пропуснала да спомене 35, за което се извиняваха, и то след като попитах какво да правим, след като е сгрешила. Това била информацията, която можели да ми предоставят на този етап. Разговорът е записан както от тяхна страна, така и от моя.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with ElitBet Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please explain what your intention is with the bonus going forward?
• Have you asked the casino to cancel the bonus? Have you asked the casino to refund your deposit?

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas