Overview: Although it is not a very common issue, you might eventually come to a situation, where a casino, intentionally or not, does not credit your account with a bonus you tried to use. This might happen due to a software glitch, but more often the reason for your bonus being not credited, is that you have breached some of the numerous bonus terms and conditions and the casino system has detected the breach. We understand that such a situation could be rather unpleasant and pretty hard to resolve successfully, and it would probably require a lot of chat sessions and e-mails exchange, but at least by going through the process of clearing the issue, you would possibly avoid bonus related issues at a later stage. Or in other words, better spend some time and see what’s wrong with your bonus and why it wasn’t credited, than dealing with more serious and unpleasant issues afterwards, like winnings and bonus funds being confiscated for example.
Symptoms: Usually when a casino, intentionally or not, does not credit your account with a bonus you tried to use.
Before submitting the complaint: In order to have your complaint successfully resolved, it is crucial to identify the main problem and/or concern, which lead to the delay. There are few questions and answers, listed below, which may help you identify the case better and even reconsider your intention to submit a complaint.