31Bets Casino - Igračev bonus nije aktiviran kao što je obećano.

Hi signed up to this new website with the promise of welcome bonus

1st deposit 150%

2nd deposit 125%

3rd deposit 150%

Website says these added automatically and need activation. So I deposited 250 pounds first deposit no bonus available to activate and live chat not working so I thought maybe it would appear once played my real balance unfortunately it never did though so I created an email to complain about this. They owe me 375 pounds bonus money. Anyway 2nd deposit made of 150 pounds and to my suprise this time this was added bonus money amounting to 187.50 so I activated it. Anyway lost this bonus so I thought the 3rd one will be added because 2nd one worked so deposited another 300 pounds but unfortunately yet again the 450 bonus was not added so was unable to activate. In response to lots of my emails what they have done instead is give me 25% cashback for my 1st and 3rd deposits which amounts to 140 pounds but clearly I’ve said I’m not happy with this and want the bonus money which I clearly am entitled to of 375+450 which makes 825 pounds. I accept I’ve recieved 140 since this in cashback bonus money but that still leaves me 685 short of what they advertised I would get. They are not budging on this so that is why I’m complaining on here because I’m very aggrieved about the situation and would like this resolved or raise awareness so nobody else faces this same situation. Happy to submit my emails and there responses if needed

thanks

matthew

Hello matty12345678,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with 31Bets Casino. Please allow me to ask you a few more question before we would move forward.

• Could you please advise if your account is already verified and if yes, since when exactly?
• Can you please forward a screenshot of the bonus which worked?
• When was the last time you spoke to the casino and what was it about?

Please forward any additional evidence to nikolas.b@casino.guru for further review.

Looking forward to your answer.

Regards,

Nick

HHi nick here is screenshot of the 2nd deposit the only one that worked. No my account hasn’t been verified because I don’t trust sending documents to casinos I don’t trust yet and normally wait till I need to withdraw the last time I spoke to the casino was yesterday morning I do have a record of all emails sent and recieved.

Hello matty12345678,

I hardly doubt that the first deposit bonus will be ever credited - this has multiple reasons - once you play with the deposited money before the bonus gets credited, you can no longer claim it. Additionally, you have already claimed second deposit bonus so the first one can't be claimed retrospectively.

Please keep in mind that if a bonus is not getting credited, you must immediately contact the casino live chat or e-mail support before even making a single bet so they can credit it to you.

Once the balance has been used, the player is no longer entitled for the bonus.

Is there anything else we could assist you with?

Regards,

Nick

Dear matty12345678,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hi well there is nothing more I can do then but at least I guess this warns others. I tried to contact live chat for 24 hours after my first deposit but it wasn’t working and also after my 3rd deposit.

Advertised promised bonuses should be added straight away and automatically like it says when attracting people to open a new account. This one never and I’ll never deposit here again. I’ve deposited to other new accounts before and bonus has been added retrospectively when had problems so that in itself is enough me to stay way clear.

Thanks for your response

Matthew

Dear Matty12345678,

I completely understand your concern, and I agree that the process should work instantly. Unfortunately, such situations can occasionally occur at any casino.

As mentioned above, I recommend reaching out to the casino immediately and refraining from using the deposited funds until the issue is resolved.

If the problem with bonuses persists, you might consider trying a different casino with a higher safety index. You can explore some highly rated options here: https://casino.guru/top-online-casinos.

Please let me know if you need any further assistance.

Best regards,

Nick