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Misleading advertising

Hi I am contacting you because I have encountered a problem with the C-bet online casino as being a customer now never for more than a year and having deposited several thousand euros in May I was suspended from their vip program to which I had access because actually I did not I had made the necessary deposits and all this was communicated to me by email where, however, they told me that it was a simple suspension and that if I made deposits I would be reinstated so I made 2400 euros of deposits with the hope of being reinstated, and here it was born my complaint, as through the live chat of the site I asked for information for the monthly cheshback and for the freespins related to the vip program and I am informed that neither the cheshback nor the freespins were no longer available as the providers no longer provided them for this I felt teased as I had made the deposits to be able to enjoy these benefits so I sent an email to the client service the VIPs where precisely they informed me that by no longer being part of this program I could no longer use those contact channels subsequently I inform them that I would have made a claim for misleading advertising seen and considered that they did not keep what was reported in the email for reintegration into the program also saying that I would cancel all deposits made.

I contacted you to look for a solution because it does not seem fair to a customer and I would like to know if it is possible to recover this sum.

Thanks for your interest

Sincerely

Yassin T *****

Pubblicità ingannevole

Salve vi contatto perché ho riscontrato un problema con il casino online C-bet in quanto essendo un cliente ora mai da più di un anno e aver depositato parecchie migliaia di euro a maggio sono stato sospeso dal loro programma vip al quale avevo accesso perché effettivamente non avevo fatto i depositi necessari e tutto ciò mi è stato comunicato tramite email dove però mi dicevano che era una semplice sospensione e che se effettuavo dei depositi sarei stato reintegrato per tanto ho effettuato 2400 euro di depositi con la speranza di essere reinserito, e qui nasce il mio reclamo , in quanto tramite la live chat del sito ho chiesto informazioni per il cheshback mensile e per i freespin relativi al programma vip e mi viene comunicato che non era più disponibile ne il cheshback ne i freespin in quanto i provider non li erogavano più per questo mi sono sentito preso in giro visto che io i depositi gli avevo fatti per poter godere di tali benefici quindi ho mandato una email al servizio clienti vip dove appunto mi comunicavano che non facendo più parte di tale programma non potevo usare più quei canali di contatto successivamente li comunico che avrei fatto un reclamo per pubblicità ingannevole visto e considerato che non hanno mantenuto ciò che era riportato nella email per il reintegro nel programma dicendo anche che avrei annullato tutti i depositi effettuati.

Vi ho contattati per cercare una soluzione perché non mi sembra un comportamento leale verso un cliente e vorrei sapere se è possibile recuperare tale somma.

Grazie per l'interessamento 

Cordiali saluti 

Yassin T*****

Dear yassintalibi94,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand, that we can’t penalize the casino for taking away your privilege of receiving further bonuses. Casinos, in general, have a right to restrict or even close players’ accounts if they suspect irregular play or other questionable activities or for no reason at all. 

Casinos are not obligated to reward their players with bonuses and bonus privilege can be limited or revoked at any time without further notice.

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

Best regards,

Petronela

Hi thanks for replying, I do not dispute the fact that they limited the privileges of the VIP program but the scam they used to make me make the deposits since as per the attachments they said that I would be reinserted by making the deposits then from the live chat they have me communicated that this privilege was no longer available and this is a scam against me because in good faith I made the deposits and then be reintegrated

Thank you

Salve grazie per avermi risposto, io non contesto il fatto che mi abbiano limitato i privilegi del programma vip ma il raggiro che hanno usato per farmi fare i depositi visto che come da allegati dicevano che sarei stato reinserito effettuando i depositi poi dalla live chat mi hanno comunicato che non era più disponibile tale privilegio e questo è un raggiro nei miei confronti perché in buona fede ho effettuato i depositi per poi essere reinserito

Grazie

Thank you, yassintalibi94, for your reply. Could you please advise if you have played any of your deposited funds after learning that no bonuses are available for you? If deposited funds are still untouched inside your account I could suggest requesting a refund. Please let me know.

Unfortunately I learned that I would not have the monthly cheshback only after having exhausted the deposits I had made and only after all this had the chat operator informed me that they were no longer available for this I sent the email to the vip department of the casino where I said that I would have made a complaint for misleading advertising and they replied that if I was eligible for the integration I would be contacted by email and they told me that I no longer had to write to them. but this did not happen since the monthly cheshback is attributed to you on the first of each month

Purtroppo ho appreso che non avrei avuto il cheshback mensile solo dopo aver esaurito i depositi che avevo effettuato e solo dopo tutto ciò mi aveva comunicato l'operatore della chat che non erano più disponibili per ciò ho inviato la mail al dipartimento vip del casinò dove dicevo che avrei fatto reclamo per pubblicità ingannevole e loro mi hanno risposto appunto che se ero idoneo all' integrazione sarei stato contattato tramite email e mi hanno comunicato che non dovevo più scrivergli . ma ciò non è avvenuto visto che il cheshback mensile viene attribuito hai giocatori il primo di ogni mese

I understand, yassintalibi94, that it would be ideal to inform players ahead that their bonus privilege was revoked. Sadly, that's not always the case. Despite this, I'm afraid there is not much we can do for you. I can only recommend checking with Customer service before starting playing or depositing if bonuses will be available for you.

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

Dear yassintalibi94,

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

Hi in summary I am not claiming the privilege of the vip program but well the scam that was used by leading me to make deposits to have such privileges that have not been fulfilled by the casino I have exclusively made these deposits to first of all try to win something but also to have the privileges that the same casino had communicated to me (cheshback and freespin) rotten did not happen and this in terms is a deception towards the consumer since if any casino that makes commitments obviously reported in writing and not maintained can be subject of complaint

Salve in sintesi non sto reclamando il privilegio del programma vip ma ben si il raggiro che è stato usato portandomi ad effettuare dei depositi per avere tali privilegi che non sono stati adempiti dal casinò io ho esclusivamente fatto tali depositi per inanzi tutto cercare di vincere qualcosa ma anche per avere i privilegi che lo stesso casino mi aveva comunicato (cheshback e freespin) marcio non è accaduto e questo nei termini è un raggiro verso il consumatore visto che se un qualsiasi casino che prende degli impegni ovviamente riportato per iscritto e non mantenuti possono essere oggetto di reclamo

I wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons and because we can't force casinos to reward their players with bonuses, I will now reject this complaint. Thank you for your understanding.