Mr Green Casino - Igračev bonus nije pripisan.

I registered with Mr. Green and made an initial deposit in accordance with the advertised bonus conditions (100% welcome bonus up to €500 + up to 200 free spins). The minimum deposit of €10 was met. All the described steps were followed correctly. The bonus has not yet been credited to my account.

When I contacted customer service via chat, the employee, Adela, behaved extremely unprofessionally. She called me a "clown," sent heart emojis, and made jokes instead of resolving my issue. She then demanded account verification to manually add the bonus, which severely damaged my trust in the company.

I have documented the entire chat history and the bonus conditions as screenshots and attach them.

My demand: Credit for the promised welcome bonus in accordance with the advertised conditions.

I ask Casino Guru to mediate in this matter.

Ich habe mich bei Mr. Green registriert und eine Ersteinzahlung gemäß den beworbenen Bonusbedingungen getätigt (100% Willkommensbonus bis zu €500 + bis zu 200 Freispiele). Mindesteinzahlung €10 wurde erfüllt. Alle beschriebenen Schritte wurden korrekt durchgeführt. Der Bonus wurde mir bis heute nicht gutgeschrieben.

Als ich den Kundendienst per Chat kontaktierte, verhielt sich die Mitarbeiterin ‘Adela’ äußerst unprofessionell. Sie bezeichnete mich als ‘Pappnase’, schickte Herzchen-Emojis und machte Witze, anstatt mein Problem zu lösen. Anschließend verlangte sie eine Konoverifizierung, um den Bonus manuell hinzuzufügen – was mein Vertrauen in das Unternehmen stark beschädigt hat.

Ich habe den gesamten Chat-Verlauf sowie die Bonusbedingungen als Screenshots dokumentiert und füge diese bei.

Meine Forderung: Gutschrift des versprochenen Willkommensbonus gemäß den beworbenen Bedingungen.

Ich bitte Casino Guru um Vermittlung in dieser Angelegenheit.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Did the casino clarify why the bonus wasn't credited to you?
• Have you already played with your deposit, please?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Attila

Hi Attila,

Did the casino clarify why the bonus wasn't credited to you?

First, you wrote that I hadn't entered the promo code. When I pointed out that there wasn't one, but that only a new registration was required, you wrote that I should complete the entire verification process so they could consider a goodwill gesture. Since I no longer trust them, I certainly won't be giving them any more of my personal details.

Have you already played with your deposit, please?

Yes, I deposited and gambled away €200.

Hi Attila,

Did the casino clarify why the bonus wasn't credited to you?

Zuerst schrieben Sie ich hätten den Promo Code nicht eingegeben. Als ich darauf hingewiesen habe, dass es keinen gab sondern nur eine Neuanmeldungen gefordert ist, schrieben Sie ich soll die komplette Verifizierung abschließen damit Sie eine Kulanz prüfen können. Da ich kein Vertrauen mehr habe, werde ich denen sicherlich nicht weitere Privatdetails von mir geben.

Have you already played with your deposit, please?

ja, ich habe 200€ eingezahlt und verspielt.

Dear Player,

Thank you for providing all the additional information and supporting evidence.

After carefully reviewing your case, we regret to inform you that we are unable to proceed with your complaint. While we understand your concerns regarding the bonus not being credited, it is important to note that you chose to continue playing with your deposited funds despite the bonus not being applied to your account. In such situations, if a bonus is not credited as expected, players are advised not to play and resolve the issue with customer support before proceeding. By deciding to play with the deposited funds without any active bonus, the gameplay is considered as accepted under standard conditions. Because of this, we are unfortunately unable to request that the casino retroactively apply bonuses or provide compensation for the lost funds.

We understand this may be disappointing, especially if the promotion was unclear. However, based on the circumstances and our complaint evaluation policy, we cannot hold the casino responsible in this case.

Thank you for your understanding.

Best regards

Attila