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Bitkingz Casino - Refusing to honor the 'special' bonus offer they send me themselves

解決済み
苦情情報
係争中のカジノ ビットキングズカジノ
理由 ボーナスなし
KevB_Yul カナダ
投稿日 2021年2月23日

Hello,

On February 21, 2021, I received an email from a VIP Manager named Fiona ([email protected]) who presented me with a 50% bonus on my next deposit as a token of appreciation for my loyalty.

The email read as follows:

“Dear < first name removed >,

We are grateful that you play at our casino and appreciate your loyalty.

Suddenly, the last games were not that lucky for you. We want to try to fix this because we respect you and want to make your time with us pleasant.

Especially for you we kindly present a 50% bonus up to 200 EUR with the wager x10 on your deposit.

Use the code YOURS50 and we activate the bonus.

The minimal deposit is 20 EUR.

We sincerely hope that it will help to make today a happy day for you.

We wish you good luck and big wins!

Kind regards, Fiona

VIP manager @Bitkingz”

A copy of this email is attached.

Six hours after receiving the email from the VIP Manager, I made a deposit for 100$ CAD using the code YOURS50. Once my deposit had been accepted, I noticed the bonus amount was not credited to my account. I immediately contacted customer support and spoke with Peter who informed me that the special bonus offer was no longer available because some data needed to be updated in the system before the bonus could be added to my deposit.

Asked if I would be able to claim the bonus once the system has finished updating, Peter replied: “As I can see, the bonus is not available at the moment and I can’t credit you this bonus. Unfortunately, that is all information I can provide you with about this request”.

I was very disappointed when I realized the casino wouldn’t honor its promise, considering I had made that deposit to take advantage of the special I had received. I asked Peter if I could withdraw my deposit and was told that the deposit amount had to be wagered 3 times before I could request a withdrawal.

I asked for the wagering requirement to be waved considering the circumstances, but the Casino refused.

I told Peter that I found this to be unfair and unacceptable practice as I felt I had been lured into making a deposit by a false promise to which he replied: “This promotion is not fake, but we can’t check all the conditions before the promo sent. It is possible that it was available for you at that moment but then some data has changed so we kindly advise you to check the availability of the promotion before making a deposit forehead.”

A full transcript of my conversation with Peter regarding this issue is attached.

In my opinion, a materially false or misleading claim about a product or service made in an attempt to persuade the consumer to buy constitutes false advertising and is an illegal practice.

Furthermore, as you can see in the attached documents, the deposit was made 6 hours and 25 minutes after the special bonus offer was received. Given the short period of time, it is difficult to sustain the argument that the conditions under which the bonus had initially been granted had changed. What “data” could have possibly changed within 6 hours?

I addition, neither the Special offer email nor the Casino’s Term & Conditions make any mention of the consumer’s obligation to check the availability of an offer before taking advantage of it.

The email specifically mentions:

“Especially for you, we kindly present a 50% bonus up to 200 EUR with the wager x10 on your deposit. Use the code YOURS50 and we activate the bonus.”

I no longer wish to play at BitKingz Casino. However, considering that my last deposit was made in order to take advantage of an offer which the Casino has decided to cancel without any prior warning and only after the funds have been credited to my account, I would like to withdraw my current balance immediately and without any wagering requirements.

Thank you in advance for your support in resolving this matter as quickly as possible.

Sincerely,

< full name removed >

投稿日 2021年2月24日

Hello, KEVB_YUL!

We are really sorry you couldn't receive the bonus you were offered and which was indeed available for you.
We care immensely about our players' satisfaction so as a resolution we can offer to credit you the sum of the bonus that you were to receive (50 CAD but with a much lower wager - x5). Or we can repeat the initial offer to credit the bonus on your next deposit.

Please let us know your decision!
Looking forward to your reply.

KevB_Yul カナダ
投稿日 2021年2月24日

Yes, I accept your offer.

Please go ahead and credit the sum of the bonus (50 CAD but with a much lower wager - x5).

Thank you

AskGamblers
投稿日 2021年2月24日

Dear @KevB_Yul,

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.

KevB_Yul カナダ
投稿日 2021年2月24日

Will do, as soon as the bonus is credited to my account.

Thanks

投稿日 2021年2月25日

Dear KEVB_YUL,
thank you for your understanding and patience. The bonus we agreed on is in your account already, so we wish you good luck in games!
Have a great day!

AskGamblers
投稿日 2021年2月25日

Dear @KevB_Yul,

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.

KevB_Yul カナダ
投稿日 2021年2月25日

Thank you. I'm glad we got this sorted out. I consider the issue resolved.

AskGamblers
投稿日 2021年2月25日

Dear all,

As apparent from the submitter's latest post, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

We thank both parties for their assistance during the complaint process.

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