Complaint #4
FeliceBet Casino
Bonus was not given what a nightmare
7 months ago
This has been a complete nightmare with this new casino, never have I experienced such a thing with over 20 years of playing at online casinos, where upon my first deposit I didn't get a 400% exclusive bonus cause I didn't use a bonus link but only used the bonus code of PLAY1200, ok after trying to get it sorted out with several different customer support agents, it became evident that this situation was not going to get fixed so then somehow when chatting with agent Harper on Sep 30, he manually activated a welcome bonus of 200% and 100 free spins and said that that upon my next deposit I would get that bonus amount added to my account.
At this point I had a balance of 100 MYR (about 20.22 eur).. and in the my promotions I see that the bonus coupon was activated and it was showing that it would expire 2030-31-12 so I had no urgency to deposit again straight away and Harper didn't inform me that I had to deposit within 24 hours after he activated the bonus code manually. I will include a screenshot of that bonus code.
Then what I did was play my 100.00 MYR balance down to 5.00 MYR and then came back next day on October 1 to make a fresh deposit of 100 MYR (20.22 eur), I still see the bonus coupon is activated in my promotions sitting there waiting for a deposit... I proceed to do a deposit and made my deposit with paysafe. But no bonus or free spins were awarded.
So I went to live chat customer support where Vanessa said oh somethign about once a bonus code is activated a deposit has to be made within 24 hours, she implied that customer support told her that. Well I told her that Agent Harper never informed me about a 24 hour validity period and My Promotions clearly showed the bonus coupon code activated and the expiry date was showing as 2030-12-31. If it was a 24 hout period then their system should indicate that in the expiry date. It is their fault.
Then at end of that discussion wit Vanessa she says send customer support an email so I did that right away and they didn't reply for 45 hours and then I went to live chat again and this time Agent Rina said oh send another email I did that right away too, but no reply to that still. Then October 4 I contacted live chat again (this time Agent Trevor) and told them I am not getting anywhere with customer support, they are not replying to emails and I said I have been given no choice but to go the route of AGCCS to try get this resolved. So here we are.
At this point I had a balance of 100 MYR (about 20.22 eur).. and in the my promotions I see that the bonus coupon was activated and it was showing that it would expire 2030-31-12 so I had no urgency to deposit again straight away and Harper didn't inform me that I had to deposit within 24 hours after he activated the bonus code manually. I will include a screenshot of that bonus code.
Then what I did was play my 100.00 MYR balance down to 5.00 MYR and then came back next day on October 1 to make a fresh deposit of 100 MYR (20.22 eur), I still see the bonus coupon is activated in my promotions sitting there waiting for a deposit... I proceed to do a deposit and made my deposit with paysafe. But no bonus or free spins were awarded.
So I went to live chat customer support where Vanessa said oh somethign about once a bonus code is activated a deposit has to be made within 24 hours, she implied that customer support told her that. Well I told her that Agent Harper never informed me about a 24 hour validity period and My Promotions clearly showed the bonus coupon code activated and the expiry date was showing as 2030-12-31. If it was a 24 hout period then their system should indicate that in the expiry date. It is their fault.
Then at end of that discussion wit Vanessa she says send customer support an email so I did that right away and they didn't reply for 45 hours and then I went to live chat again and this time Agent Rina said oh send another email I did that right away too, but no reply to that still. Then October 4 I contacted live chat again (this time Agent Trevor) and told them I am not getting anywhere with customer support, they are not replying to emails and I said I have been given no choice but to go the route of AGCCS to try get this resolved. So here we are.
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