Ag Awards

Casinodelrio offers me a bonus but refuses to credit it

Complaint Info
Disputed casino Casino Del Rio
Reason Bonus not given
Amount € 100
Posted on July 24, 2014

Casinodelrio tries to fool me in a very funny way. I signed up at that casino recently and they sent to me an email that said welcome to Casinodelrio and that I could claim a welcome bonus. I was contacted by a live support rep who said I could claim a welcome bonus of 200% up to 200 credits. I said I want to claim this bonus of 200% and the rep said he would credit it once I have made a deposit. I deposited 100€ and I asked the rep the credit the bonus. However, he said that I am not allowed to receive bonuses because of unusual bonus usage in my casino account. Of course I made a protest but it did not help. The rep said it was a decision made by the management after I deposited. hmmm, not sure if I should believe that but anyway I emailed them asking them to credit the bonus they offered me but they refuse to do so. they reason they said is:

"Upon investigation, the bonus has been blocked from your account only after

the bonus offer and your deposit have been made. This is based on the gaming

activities you had in one or more related online casino accounts."

Imo they cannot treat me this way. They offered me a bonus and I claimed it and so we have made a valid deal. They cannot back out of this deal once it has been made so they ought to credit the bonus now. And I do not know what they mean by gaming activities in one or more related online casino accounts so I do not even understand why they act this way.

Posted on September 18, 2011

Hi zucker3,

Casino Del Rio employs an excellent professional suport staff committed to player satisfaction. We'd like to investigate this incident but in order to do so, we'd please require your username.

Also, any other information or screenshots that support your claim would be useful as well.

Please send a private message to suppor­[email protected]­asi­nod­elr­

Many thanks,

Casino Del Rio Management

zucker3 Germany
Posted on September 18, 2011

Hi Casinodelrio management,

first of all you should have posted a reply to my complaint but you did not do so but you only posted a comment. Casinodelrio had four days to post a reply but they failed to do so. And Robbie Winner's comment does not make any sense at all. Afaik askgamblers informs a casino about a complaint once it has been posted here and their message includes the username and the email address of the player who posted a complaint.

And I also emailed the customer support of Casinodelrio several times because of this dispute before I posted a complaint here and once it was posted I sent a link to it to Casinodelrio suggesting that they post a reply. But they refused to do so and therefore it now says:

"Complaint status

Closed due to inactivity of Casino Del Rio.

Very unresponsive and unprofessional Customer Support"

So Casinodelrio knew all of the time which player I am and their comment is dishonest and absurd. Well, what could they have posted as a reply? Yes, we offered you a bonus but nevertheless we refuse to credit it because...?

Sorry Robbie Winner but your comment does not make sense.

Posted on September 18, 2011

Dear zucker3,

We once again would like to say that we're sorry you had an unfortunate experience with our support team. As a reputable online casino operator, we perform full-scale checks on all new accounts to maintain the integrity of our player base. For reasons that we prefer not to post here in public, your account was flagged as problematic. Should you wish to discuss this further, we invite you to contact us privately.

Casino Del Rio Management

Posted on September 21, 2011

so first Casinodelrio failed to post reply for four days and therefore the case was closed due to their inactivity. Then they posted a comment instead of a reply. Meanwhile the case has been reopened and the comment was turned into a reply so now it is my turn to post a reply again.

Imo the statements by Casinodelrio are useless because they miss the point again and again. The point is that they cannot offer a player a bonus and then refuse to credit it once the player has deposited. They should either not offer a bonus or they should credit it once they have offered it and the player has claimed it. No matter if the player is problematic or not - whatever problematic may mean. Not sure what they mean by that.

But anyway I am fed up with this matter now and therefore I requested a withdrawal of my deposit recently and at least Casinodelrio should process the withdrawal quickly now.

Posted on September 21, 2011

Zucker3, you have mentioned twice about their unintentional mistake to post a reply in the comments section, instead official reply.

This is totally irrelevant in this case.

Your case is a very common occurrence in many online casinos, if they found any suspicious activity in your account history.

As they state in their Bonus Terms & Conditions:

"3. The casino reserves the right to review transaction records and logs at anytime, for any reason whatsoever. If, upon such review, it appears that player/s are participating in strategies that the casino in its sole discretion deems to be abusive, the casino reserves the right to revoke the entitlement of such player to the promotion."

They have all rights to void your winnings and given bonuses.

As Casino Del Rio has a very clean history with us, we are pretty sure that you will get your deposits quickly.

After that, this case will be considered as resolved. 

Posted on September 24, 2011

so Askgamblers is sure that Casinodelrio will return my deposit quickly. However, I requested a withdrawal of my deposit five days ago but I still have not received these funds yet. Strange.

And imo it is not fair that they offered me a bonus but then refused to credit but like I said I am fed up with this matter now and I only want my deposit back. The term that was quoted about abusive strategies and excluding players from promotions does not apply in my case because I had not played at Casinodelrio before and I wanted to claim the welcome bonus that they had offered me via an email and via the live chat. How could my play be abusive if I am a new player? I do not understand.

But like I said it is enough now and I only want my deposit back and I should have received it by now but I have not received it yet and I wonder when I will receive it.

zucker3 Germany
Posted on September 26, 2011

meanwhile Casinodelrio has processed the withdrawal so I have received the 100€ I had deposited. Imo it is not ok that they refused to credit a bonus that they offered me but it is enough now and this case can be closed :)

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