Ag Awards

Casino770 Not Honouring Refund Bonus

Complaint Info
Disputed casino NetBet Casino
Reason Bonus not given
Posted on March 26, 2015

I was offered a £50 refund if I deposited £50, played the casino and lost. I deposited £50, my casino wagers lost, and I requested my refund. I was careful to deposit within the specifed timeframe (8-12 Nov) but now Casino770 refuse to refund my £50, they say because I originally logged in to the sports betting page and deposited there, instead of the casino page. They say it's not recognised as a "deposit" because I paid into the sports betting and transferred it into the casino.

It's not stated anywhere that you should have to deposit via the Casino page rather than Poker/Betting/Bingo etc, and why should that matter? It's all one account with one login and funds are transferable between all areas. Another point to make is that the Moneybookers deposit I made shows a payment made to moneyb­ook­ers­@ca­sin­o77­

This is just an excuse to avoid paying refunds as promised, and strikes me as totally dishonourable. How many players have one of the other areas of the 770 site bookmarked and deposited there to qualify for this bonus? And even if it wasn't a deliberate scam, it's surprising 770 don't want to keep customers happy as it's their system that doesn't recognize my deposit as a "deposit".

Posted on November 16, 2012

Dear Gray,

We have received your message in terms of the offer you had been granted in 08.11.12.

Kindly be reminded that you benefited from cashback offer on 8th of November and the mail has been sent to your Casino770 account.

Moreover, your player account would have been automatically credited with a 50 GBP cashback corresponding to your deposit promotion as stated on our message, on condition that you had cashed in in Casino.

Please find below the message you received:

Dear jackfrosty,

It's been a long time since we've seen you on CASINO770. There are loads of surprises waiting for you, including our new game

DIAMOND QUEEN. Fairytales and jackpots are waiting for you.To help you make the most of this we're offering a refund on your next deposit up to £50.

To take advantage, make a deposit, play and send an email to this address before the 12th of November.*


Good luck!

The CASINO770 Team.

As outlined above, the cashback was only awarded for your casino account and unfortunately cannot be used for your Bet account even if you deposited there.

Yet, as our vocation is to satisfy you and offer you a secure online environment for you to practise your casino skills we can make an exception for you by extending the cashback promotion availability, should you register a deposit between 16 .11.12 and 20.11.12.

Wishing you the best of luck in all gambling action!

Kind regards,

Casino team

Posted on November 16, 2012

You have avoided the point that it was obvious I had deposited for this promotion.

Thank you for offering the promotion again, but I won't participate for fear of any other hidden catches.

Posted on November 16, 2012

Dear Gray,

We wish to apologize for the inconvenience caused by the offer in question and we kindly ask you to contact us if you decide to participate in a future promotion, in order to avoid any misunderstanding regarding the conditions.

Please be assured that there are no "hidden catches" and the conditions are always explained to you in case you have questions or concerns.

Kind regards,

Casino team

Posted on November 20, 2012

 Some updates here?

Posted on March 26, 2015

Based on the casino's explanation and evidence this player was offered a promotion only for the casino. We consider this complaint closed and resolved.

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