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BetCruise Casino - Unwilling to resolve bonus issue

Complaint Info
Disputed casino BetVoyager Casino
Reason Other
Posted on May 16, 2014

I signed up at Betcruise a couple of months ago claiming the 1,000 bonus offered that will be credited after wagering 50 times the deposit.

I mainly played at betliner where bets also count towards meeting their bonus requirements. It was only when I started wagering at betvoyager I realized that the bets towards the bonus had not been counted at all for betliner. The bet percentage towards the bonus can be found in the private room under Bonus.

This was almost 3 weeks ago and up until today I have not received anything other than a couple of emails telling me they will be looking into this.

This issue is not so complicated that it could take 3 weeks, and in their terms for the bonus it also states the wagering must be met within 1 year. While I still have plenty of time for that, they are stalling this issue unnecessarily and I no longer feel that they have any intention of fixing this problem.

Posted on August 14, 2013

We apologize for your inconvenience. The email from the tech department was sent on the 8th when the problem was investigated and resolved. The answer never got to you from the operators. You should have the answer to your problem in your private messages when you log into our site. Thank you for pointing out this lapse in communication and we hope you the best of luck going forward.

Posted on August 16, 2013

Thanks for finally replying.

According to one link on your website I was required to make mulitple bets, but made single wagers quick bets (which I assume is also considered an express bet)

However when reading this link. https:­//w­ww.b­et­voy­age­r.c­om/­pro­mot­ion­s/w­elc­ome­-bo­nus­-terms/

The terms for the bonus is different. Here you have to make express bets on the BetLiner betting exchange to qualify, which I believe I did.

Posted on August 18, 2013

Please check your messages when you log into our site. The answer is there. If you have any futher questions, don't hesitate to ask.

Posted on August 19, 2013

Your answer does not address the issue of having different terms listed on different parts of your website.

I do not think it is right to punish the players from your mistakes. I certainly should have paid more attention to the terms listed in other sections of your website, but I did not expect you to be inconsistent with the wording of the terms throughout the site.

Posted on August 20, 2013

Could you please specify where you see an inconsistency? You mentioned https:­//w­ww.b­et­voy­age­r.c­om/­pro­mot­ion­s/w­elc­ome­-bo­nus­-terms/ . Which other rules are you comparing it to? Could you please send the 2 sites so we can resolve this problem? Awaiting your response.

Posted on August 20, 2013


States that Players may receive a bonus while playing on JP tables in BetRaiser poker or making an express bet on the BetLiner betting exchange


States that Players may qualify for the bonus while making Multiple Bets on the BetLiner betting exchange

It is no longer enough to make an express bet, once you go to the betliner section, now it has to be multiple bets. Do you not see the confusion that this can create for your players?

Posted on September 12, 2013

Every time I contact support I get a standard message that it is being forwarded to the department concerned, but I never receive any response from the department concerned. I hate having to use Askgamblers every time.

You did not count the the bets I placed in my second session towards the bonus bets on August 28. It is approximately 5% of the wagering requirements towards the bonus that I completed in this session and would appreciate if it was counted correctly.

Posted on September 12, 2013

We understand the confusion.

First, Express bet=Multiple bet. This is our mistake as we changed that everywhere, apparently you found one we missed.

A single bet (what you made) is not considered a multiple/express bet.

You stated that you "made single wagers quick bets". There are 2 ways to make a bet (bet/quick bet) When you bet you are taken to a confirmation page to confirm your bet. A "quick" bet is a bet that does not need confirmation to process (for experienced users).

i.e. a single bet can be normal/quick and a multiple bet can be normal/quick but only the multiple bets count for the bonus program.

Posted on September 12, 2013

Thanks for the clarification, but I do not understand why I have to take all the responsibility for what you admit are confusing terms and an oversight on your part by not correcting it. However if that is your decision, then there is nothing I can do about it, but would never have filed this complaint at Askgamblers if I had gotten this response 2 months ago even though I disagree with holding me responsible and not giving me the bonus.

But I have also tried to get support to resolve another issue for the last couple of weeks, but they just forward it to the department concerned, who never replies. My bets in the casino was not counted during one of my sessions on August 28. (bets on the same games were counted in an earlier seesion on that same day, and also counted after the session that has gone missing) This is approximately 5% of the bets required for the bonus that is missing from the bonus calculations.

Posted on September 13, 2013

I am not able to help you without some information, i.e. your login.

Posted on September 13, 2013

Login has been sent to the ryan email listed above.

Posted on September 14, 2013

Ok, I will check with Ryan. Thank you.

Posted on September 19, 2013

I have received your login and have been investigating it. All the stats and sessions will have to be checked by the programmers. Please check your messages in your private office for further details.

Posted on October 31, 2018

This complaint has been reopened due to the declared willingness on behalf of BetVoyager Casino management to do everything within their power to solve their old complaints. AskGamblers Complaints Team is happy to give these old cases one more chance for a successful resolution.

Posted on October 31, 2018

Dear player,

You forgot to close this ticket - the issue has been solved long time ago. We gave you a 20 EUROS Free Money as a Bonus at that time with which you won and then continued to play by making additional deposits, so this particular issue was fixed.

Please mark this issue as SOLVED and enjoy our New Games.

Sincerely yours, 

BetVoyager Casino

Posted on October 31, 2018

Dear @bam,

Please confirm if the issue has been resolved. Keep in mind that in case you fail to respond within the given time frame we will consider your issue as resolved and your complaint will be closed accordingly.

Thank you for your cooperation.

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