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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

I asked them what we were doing, since my colleague was wrong and if they would apologize to me. I got answers like: "This is the information and if you have any other questions, we will be happy to help you." I changed this slightly and on the 3rd or 4th time, asking the question: "Will they at least apologize to me?", I literally only got an "sorry" on the phone.

I don't think I need to ask for anything, given that he said it himself, that the colleague only forgot to mention 35 and made a mistake.

Попитах ги какво правим, като колежката е сгрешила и дали няма да ми се извинят. Получавах отговори от рода на: „Това е информацията и ако имате други въпроси, с удоволствие ще ви помогнем." При което аз смених леко това и на 3-4тия път, задавайки въпроса: „Поне няма ли да ми се извинят?", получих буквално само едно „извинявай" в слушалката.

Не мисля, че трябва да си изпросвам каквото и да е, при положение че той сам го каза, че колежката била пропуснала само да спомене 35 и е допуснала грешка.

The problem arose because of the possibility of choosing between two bonuses. Due to misleading information that was provided to me, I chose one bonus, which resulted in missing the opportunity to take advantage of the other, which offered a specific number of free spins on a specific game without the requirement to roll over the winnings. I believe that this is not just a mistake, but rather a targeted strategy. It is unrealistic to expect that 875 euros can be rolled over with 15 euros. Such an assumption would be extremely optimistic. The fact that I had to insist on even an apology does not dispel my doubts about the correctness of the situation.

Проблемът възникна поради възможността за избор между два бонуса. Вследствие на подвеждаща информация, която ми беше предоставена, аз избрах единия бонус, което доведе до пропускане на възможността да се възползвам от другия, който предлагаше конкретен брой безплатни завъртания на определена игра без изискване за превъртане на печалбата. Считам, че това не е просто грешка, а по-скоро целенасочена стратегия. Не е реалистично да се очаква, че с 15 евро ще могат да бъдат превъртени 875 евро. Подобно предположение би било изключително оптимистично. Фактът, че трябваше настоятелно да изисквам дори извинение, не разсейва моите съмнения относно коректността на ситуацията.

What is happening?

Какво се случва

Thanks for sharing your point of view and for your patience.

• Have you decided to play with the bonus after it was activated?
• Were the specific bonus terms for the bonuses not available to you before you chose between them?
• Was wagering information missing from either the bonus terms and conditions?
• Was the live chat your only source of information about the particulars of each bonus?

Please let me know.

No further information was provided regarding the wagering requirements. It was only noted that the wagering requirement must be met before the bonus winnings can be withdrawn. As a result, I contacted customer service via live chat, where I was initially given misleading information and then ignored.

Допълнителна информация относно изискванията за превъртане не беше предоставена. Беше отбелязано единствено, че условието за превъртане следва да бъде изпълнено преди изтеглянето на спечелената сума от бонуса. Вследствие на това се свързах с отдела за обслужване на клиенти посредством чат на живо, където първоначално получих подвеждаща информация, а впоследствие бях пренебрегната.

Thanks for the explanation.

• Have you decided to play with the bonus after it was activated?
• What's the status of the bonus and your deposit at this time?

Dear maccocafee,

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.

So what should I do? Anyway, I had no other option after it was accepted, and the problem is more that they themselves admitted their mistake during the conversation, but it all ended there – they had nothing else to do. Which I don't think is right, given that you are obliging me with €15 to spin some cosmic amount before I can make a possible withdrawal. I could have at least gotten an apology.

Е, какво да го правя? Така или иначе нямах друга опция, след като бъде приет, а и проблемът е по-скоро в това, че те сами признаха грешката си при проведения разговор, но всичко приключи дотам – нямали какво друго да направят. Което не мисля, че е редно, при положение че ме задължаваш с 15 € да развъртя някаква космическа сума, преди да мога да направя евентуално теглене. Можеше поне извинение да получа.

It cannot be withdrawn because they require you to wager the deposit you made at least once before you can make a withdrawal, and in my case I obliged myself to wager the deposit + bonus 35 times but because I was misled.

Няма как да бъде изтеглен защото те задължават да разиграеш поне веднъж направиния депозит преди да можеш да извършиш теглене , а в моя случай аз сама се задължих да разиграя депозита + бонуса 35 пъти но понеже бях подведена .

Thanks for your reply.

I would recommend you contact the casino and ask them to cancel the bonus. If you wish to play, I recommend you enjoy the bonus you were given.

We are unable to ask the casino to issue an apology on your behalf.

I wish we could be of more help.

Looking forward to your reply.

Dear maccocafee,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Tomas
Casino.Guru