ElitBet Casino - Il giocatore ha dei dubbi sui requisiti di scommessa del bonus.

Hello, today I made a deposit of €15 at the online casino, where a wheel opened for me and from it I won a €25 cash bonus. I tried to carefully read the terms and conditions for this bonus, but I only found general explanations and examples. For more detailed information, I decided to contact the live chat. There I received a misleading answer that the bonus amount must be wagered once in order for the money in my account to become withdrawable. After activating the bonus, it turned out that I had to wager €875. I tried to contact the chat again, I also wrote an email, but I received unrelated answers or none at all. Then I called the phone number provided on their page. After a long discussion, they explained to me that the colleague had made a mistake by failing to mention 35, for which they apologized, and only after I asked what to do after she made a mistake. This was the information they could provide me at this stage. The conversation was recorded on both their side and mine.

Здравейте, днес направих депозит от 15 € в онлайн казиното, където ми се отвори колело и от него спечелих 25 € кеш бонус. Опитах внимателно да прочета условията за този бонус, но открих само общи обяснения и примери. За по-подробна информация реших да се обърна към чат на живо. Там получих заблуждаващ отговор, че сумата на бонуса трябва да бъде разиграна веднъж, за да станат парите в сметката ми изтегляеми. След като активирах бонуса, се оказа, че трябва да разиграя 875 €. Опитах отново да се свържа с чата, писах и имейл, но получавах несвързани отговори или никакви. Тогава се обадих на телефона, предоставен на страницата им. След дълга дискусия ми обясниха, че колежката е допуснала грешка, като е пропуснала да спомене 35, за което се извиняваха, и то след като попитах какво да правим, след като е сгрешила. Това била информацията, която можели да ми предоставят на този етап. Разговорът е записан както от тяхна страна, така и от моя.

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 your complaint. I’m sorry to hear about your negative experience with ElitBet Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please explain what your intention is with the bonus going forward?
• Have you asked the casino to cancel the bonus? Have you asked the casino to refund your deposit?

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

Best regards,

Tomas