One Casino ES - Zahtev igrača za bonus je ignorisan.

Good afternoon,

I am opening this formal complaint against OneCasino / FPOOCL SA for not applying the welcome bonuses promised on their platform.

During my registration and initial deposits, the promotion indicated a 100% bonus up to €100 per deposit. I made four deposits totaling €450. According to the promotion, deposits within the promotional limit should have generated up to €400 in accumulated bonuses.

Attached are screenshots showing:

When selecting PayPal as the deposit method, the system indicated a €100 bonus, without any warning of exclusion of this method.

The four PayPal charges corresponding to my deposits.

After sending this information to the casino, they told me I would receive a response within 24 hours, but more than 48 hours have passed without a reply.

I request that you review my case and apply the corresponding compensation in accordance with the advertised promotion, since the information on the platform was misleading and the advertised offer has not been honored.

I await your review and response.

Sincerely,

Hector

Buenas tardes,

Abro esta reclamación formal contra el casino OneCasino / FPOOCL S.A. por la no aplicación de los bonos de bienvenida prometidos en su plataforma.

Durante mi registro y primeros depósitos, la promoción indicaba un bono del 100% hasta 100 € por depósito. Realicé cuatro depósitos por un importe total de 450 €. Según la promoción, los depósitos dentro del límite promocional deberían haber generado hasta 400 € en bonos acumulados.

Adjunto capturas que muestran:

Que al seleccionar PayPal como método de depósito, el sistema indicaba un bono de 100 €, sin ningún aviso de exclusión de este método.

Los cuatro cargos de PayPal correspondientes a mis depósitos.

Tras enviar esta información al casino, me indicaron que recibiría respuesta en un plazo máximo de 24 horas, pero ya han pasado más de 48 horas sin contestación.

Solicito que revisen mi caso y apliquen la compensación correspondiente de acuerdo con la promoción anunciada, ya que la información en la plataforma inducía a error y no se ha respetado la oferta publicitada.

Quedo a la espera de su revisión y respuesta.

Atentamente,

Héctor

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Did you start playing with your deposited funds despite the bonus not being credited to your account?
• Did you contact customer support immediately after noticing that the bonus had not been credited to your account, or only later?
• What is the current balance in your casino account?

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

Best regards

Veronika

Hi Veronica,

Thank you for your message. I will answer your questions:

Did you start playing with the funds?

Yes, I used the funds I deposited through PayPal, but the corresponding welcome bonus was never credited to my account.

When did you contact customer service?

I contacted customer service immediately after realizing the vouchers hadn't been credited. I've attached the emails we exchanged as proof of our communication.

Current casino account balance:

Currently, my account balance is 0 zero.

I have also attached the screenshots that show:

The 4 deposits made through PayPal

The promotion indicates a €100 bonus

The bonus was never credited to my account.

I await your review and guidance on how to resolve this issue.

Sincerely,

Hector

Hola Verónica,

Gracias por su mensaje. Respondo a sus preguntas:

¿Empezaste a jugar con los fondos?

Sí, utilicé los fondos que deposité a través de PayPal, pero en ningún momento se acreditó el bono de bienvenida correspondiente en mi cuenta.

¿Cuándo contactaste con atención al cliente?

Me puse en contacto con el servicio de atención al cliente inmediatamente después de darme cuenta de que los bonos no se habían abonado. Adjunto los correos intercambiados como prueba de mis comunicaciones.

Saldo actual de la cuenta de casino:

Actualmente, el saldo de mi cuenta es 0 cero.

Adjunto también las capturas de pantalla que muestran:

Los 4 depósitos realizados a través de PayPal

La promoción indicando un bono de 100 €

El bono nunca acreditado en mi cuenta

Quedo a la espera de su revisión y de su orientación sobre cómo resolver este problema.

Atentamente,

Héctor

Hello,

I have attached additional evidence regarding my claim against OneCasino.

The casino states in its latest email that "no bonuses apply to deposits via PayPal."

However, a screenshot from their own platform at the time of my deposits shows that there was no PayPal exclusion notice, and the system indicated a €100 bonus per deposit.

This proves that the information provided by the casino is false or misleading, and strengthens my claim for the corresponding bonuses to be credited to the four deposits made (€400 in total).

I've attached the screenshots:

€100 PayPal voucher (no exclusions)

Email from the casino saying that PayPal does not apply

I await your review and guidance for the resolution of this case.

Sincerely,

Hector

Hola,

Adjunto prueba adicional respecto a mi reclamación contra OneCasino.

El casino afirma en su último correo que "no se aplican bonuses a los depósitos vía PayPal".

Sin embargo, la captura de su propia plataforma al momento de mis depósitos muestra que no había ningún aviso de exclusión de PayPal, y que el sistema indicaba un bono de 100 € por depósito.

Esto demuestra que la información proporcionada por el casino es falsa o engañosa, y refuerza mi reclamación para que se acrediten los bonos correspondientes a los cuatro depósitos realizados (400 € en total).

Adjunto las capturas:

Bono de 100 € con PayPal (sin exclusión)

Correo del casino diciendo que PayPal no aplica

Quedo a la espera de su revisión y orientación para la resolución de este caso.

Atentamente,

Héctor

Dear hectorcamorra8,

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

Veronika