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Betsafe Casino - Refusing to credit a bonus as originally advertised

RESOLVED

Complaint Info

Disputed casino

Betsafe Casino

Amount

£ 450

zmxncbv New Zealand Message
Posted on January 3, 2017

About a week ago I came 4th in a slots tournament called the great gadget giveaway prizes are gadgets and a casino bonus with 2x wagering requirement.

The prize was 450 GBP and a "silver level gadget" of my choosing. (I chose an ipad).

Winning were meant to be paid out at 18:00 CET the following day, I waited and waited asking multiple times where the bonus and prize code were.
After around 3 days I was given the prize code but the bonus was no where to be seen.

I asked customer service multiple times what was happening with it and they told me it was coming and there was just a Hold up with this promotion I thought this was understandable because it was christmas and things may take longer with less staff etc etc.

But then again I decided to ask when I should see the bonus in my account and I was shocked to see they had changed their tune and tried to tell me that no bonuses were offered as prizes only gadgets. This was told to me via email. I knew for a fact that the prizes for placings included gadgets and bonus funds and even have pictures of what the prizes were.

Here I will upload the evidence. I very much enjoyed gambling with this casino and cant believe they would lose a customer who deposits thousands over a 450 pound bonus and also throw their reputation down the toilet.

So I would like to speak with a Betsafe Rep and get what I am owed and I dont think that is much to ask at all.

Sorry for the clarity of the pictures they are clearly visible but they were taken on my cell phone. You can clearly see that 4th place prize is a silver gadget and 450gbp.

I have more photos of emails and such but I think this is enough for now.

AskGamblers
Posted on February 3, 2022

Dear all,

Kindly be notified that this complaint is being reopened following the declared willingness on behalf of Betsafe Casino management to do everything within their power to resolve their outstanding AGCCS cases. The AskGamblers Complaint Team will gladly assist by giving any of these old cases an additional chance for a successful resolution.

Posted on February 4, 2022

Hello,

Whilst this was a long time ago, I can confirm as was mentioned to the customer in contact reference 161228-001198, that the Great Gadget Giveaway did not have any prize funds. What the customers won were the gadgets, and no bonuses were a part of the promotion, nor were they mentioned at the time when the customer joined up for this promotion.

Kind regards,
Pierre

AskGamblers
Posted on February 4, 2022

Dear @zmxncbv,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if you consider the issue resolved. Please note that, in case you fail to respond within the given timeframe we will consider your case resolved and it will be closed accordingly.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaint system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

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