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Loyal Casino - Bonus unfairly refused due to misleading terms and conditions


Complaint Info

Disputed casino

Loyal Casino
Bussunda Brazil
Posted on March 23, 2020

I saw Askgamblers' review and bonus offer for that casino.
Before registering, I was careful to read the terms and conditions, as well as the general terms of the website.
After registering and making the deposit, the bonus was not credited, so I contacted customer service via chat. After a long time, the attendant told me that there was no bonus available for customers who live in Brazil. To justify, sent the link to the terms I had already read.
I told him that Brazil was not on the list of restricted countries.
However, he said that there was another part of this where the decision on granting bonuses to any unlisted country would be up to the Site Management.
This is deliberately fraudulent because, if they are not able to grant bonuses to residents of unlisted countries, in practice they can refuse bonuses from anyone.
Worse still: When I mentioned that I would file a complaint on the websites and regulators, I asked for the chat log and it denied me, so I had no alternative but to print the screens.
I attach the photos I took. Thankful.

Posted on April 6, 2022

Dear all,

Kindly be notified that this complaint is being reopened following the declared willingness on behalf of Loyal 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 April 7, 2022


When registering an account and claiming offers on our site, the customer also agreed to adhere to our terms and conditions.

As is evident from the conversations posted by the customer, he was fully read up on our terms and conditions when registering the account. The customer was not eligible to claim the welcome offer in question in accordance with those terms.

The customer's deposit was paid out in full, and from our end, we consider this matter closed.

Kind regards,

Posted on April 7, 2022

Dear all,

Following a careful review and consideration of all the information, details and/or proof presented by the parties during the complaint process, the AskGamblers Complaint Team reached the conclusion that Loyal Casino management acted in accordance with their Terms and Conditions, player also agreed on.

Based on the abovementioned information, the AskGamblers Complaint Team considers this case should be rejected. While we understand this might not be the outcome expected by the complainant, we would like to remind you that, in case of a disagreement with our decision, further assistance on the matter could be requested from the relevant regulatory body and/or appointed ADR entity.