BetAdonis Casino not fixing probs or returning money

RESOLVED
Julesanthony United Kingdom
posted on April 14, 2014.

I signed up to BetAdonis casino (oddsmatrix platform) on Saturday and there have been a few problems.

Firstly I made a £20 first deposit into the casino wallet to receive a £20 welcome bonus and play the slots. Instead the £20 went into a sportsbook account (showing as £0.00 with a £25 bonus). So I try to transfer to casino wallet and it says that i have £0 balance, so unable.

I contact customer support (online support 3 times) and each time they leave me hanging after taking my username. I write two emails and this is what response I receive back:

"you have made bonus on Support are and that is why you cannot be able to play at Casino, but you can play at Support. In order to play also at Casino, you have to turn your bonus 4 times on the Odds of 2.0 at Support area and then you will be able to play also at Casino."

Now this makes no sense at all to me — there is no suport area either where I can move around my money. So I write back and ask them to refund my £20 back to my card and close my account, but I have received no reply and it is a dead wall of communication with bad english.

I would like my £20 back and for other people to be careful when playing here as the communication is the worst I have ever experienced in over 150 casinos. there are also bugs and problems with the software.

posted on July 29, 2015.

We would like to comment on the following complain that is considered a blackmail.

"Firstly I made a £20 first deposit into the casino wallet to receive a £20 welcome bonus and play the slots. Instead the £20 went into a sportsbook account (showing as £0.00 with a £25 bonus). So I try to transfer to casino wallet and it says that i have £0 balance, so unable." - We have never had welcome bonus, we used to have and currently have First Deposit Sport bonus http:/­/be­tad­oni­s60.co­m/P­rom­oti­ons­/Te­rms­Con­dit­ion­s/s­por­ts/­spo­rts­book, and never had any welcome bonus for casino or first deposit casino bonus, that's why the User couldn't play in Casino. Moreover, while registering, the User had the option whether to get First Deposit Sport bonus or not. If he read our promotions carefully, he would not request that type of bonus as soon as he had an intention to play in casino. Also the User can require First Deposit Sport bonus in Live Chat. As for procedure of issuing the First Deposit Sport bonus, we used to provide bonus amount (25% out of 1st deposit) that automatically was added to real money and tranferred deposit (20 GBP with the User) +bonus amount (5 GBP with the User) to bonus account of the User.When the User fulfilled the bonus rollover 10 times ( was actual within the period complain was posted) the whole amount had to be transferred to real account of the User or just cancel the bonus. As soon as First Deposit Sport bonus is oriented for sportsbetting and it is united with real account according to our procedure while issuing bonus, the User couldn't use those credits for casino games. But the User could easily come to Live chat or write Us an email with the request to cancel First Deposit Sport bonus before using it and play casino games with his 20 GBP, but he never did it.
Nobody from our team could write you such message about 4 times rollover in Casino, moreover with odds 2.00 in Casino, as we had 5 times rollover reuirement for deposit in casino http:/­/be­tad­oni­s60.co­m/H­elp­/Wi­thd­rawals, and 10 times for First Deposit Sport bonus.
"you have made bonus on Support are and that is why you cannot be able to play at Casino, but you can play at Support. In order to play also at Casino, you have to turn your bonus 4 times on the Odds of 2.0 at Support area and then you will be able to play also at Casino." - The User still tries to blackmail Us, as we definitely can differentiate between "Support" and "Sport" and a little more.
As for the refund of 20 GBP, we are not supposed to reimburse any credits to the User as he lost all of them playing in casino games EggOMatic, Elements The Awakening etc. The proof of it provided to askgamblers in form of extract from Betadonis admin system.
Another argument - we cannot close the account as soon as client has still money on his account, has some bonus balance, and consequently has some rollover requirements.
As soon as all rollover reuirements fulfilled, the User can withdraw by sending Us request for withdrawal.
We have only Friday casino bonus 30% (still requires deposit).
As for the 3 times waiting, still it is not true 100%, cause I always keep an eye on my employees and chat rooms.

And many other things....

Best regards,
Betadonis Support Team

AskGamblers
posted on August 1, 2015.

@Julesanthony,
Is this complaint resolved, can we close it? Thank you.

AskGamblers
posted on August 5, 2015.

Dear @Julesanthony,

Are there any updates regarding your complaint?

Please be advised that in case you fail to respond within the given time frame we will consider this case as resolved.

Julesanthony United Kingdom
posted on August 6, 2015.

First of all, I wrote a complaint about this casino on 14th April 2014. The reply was rec'd on 29th July 2015 - nearly 14 MONTHS LATER. That should tell you everything you need to know about the level of professionalism found at this casino.

I am not blackmailing anybody (thats quite an extreme usage of words) and the words I used were copied and pasted from the reply I got from this casino. Be careful of the weak attempt at pubic relations - this is a poor casino.

Julesanthony United Kingdom
posted on August 6, 2015.

I can't even remember all the circumstances as it was so long ago.
But to be fair even your response concerning terms and conditions is over complicated and isn't as transparent and customer friendly as many other casinos. I closed my account here a long time ago.

posted on August 7, 2015.

Dear Julian, thank you for your comments, but writing something that doesn't exist about casino is blackmail 100%, even if it wasn't reacted from our side somehow. If you pay attention to 14 months since you had written that complaint and we just answered, there is a very simple argument: we have just started to work with Askgamblers and didn't know about the existence of your complain. As for the level of professionalism, how we can give money back the User who lost it in our casino according to all rules. i guess every professional casino would act the same way. We have provided the proof of everything. So, please, dear Julian ( and all our potential users), before writing some complain, come better to our Live chat and all your problems in the framework of Terms and Conditions will be solved asap.
Best regards,
Betadonis Support Team

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