Neon54 Casino - El bono del jugador no ha sido acreditado.

I was promised a bonus and didn't get it.

I deposited 60 euros and was supposed to get 200% and 200 free spins. I wrote there beforehand to ask if the bonus was the most current and they agreed to it. After I deposited, I no longer received the bonus and they then told me it was no longer valid.

Mir würde ein bonus zugesagt und habe ihn nicht bekommen.

60 Euro eingezahlt und sollte 200% bekommen und 200 frei spiele..habe vorher dort hingeschrieben ob der bonus aktuellste und man hat mir zugesagt ..nachdem ich eingezahlt habe habe ich den bonus nicht mehr bekommen und hat mir dann gesagt der er nicht mehr gültig ist.

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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.

• Could you please clarify which bonus you tried to activate? If possible, please post a link or promo code that was supposed to activate the bonus.
• Have you played with any deposit bonuses before?
• Have you already played with the deposit that was supposed to activate the bonus?

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,

Kristina

I have made bonus purchases several times. I asked the support if the bonus act

iv is from the same day, he passed it on and waited for an update. Then he wrote that I could book it because it was active. I then paid in 50 euros, I made a mistake with 60 euros, sorry. Then I saw that I hadn't been credited with the bonus. I then wrote to support again and they suddenly told me that it wasn't active.

Ich habe schon öfter bonus kaufe gemacht..ich habe den Support gefragt ob der bonus akt

iv ist der vom gleichen Tag war er hat es weitergegeben und auf ein Update gewartet ..dann schrieb er das ich ihn buchen könnte das er aktiv ist .habe dann 50euro eingezahlt mit 60euro hatte ich mich verschrieben sorry.dann habe ich gesehen das ich den bonus nicht gutgeschrieben bekommen hatte .habe dann den Support wieder angeschrieben der mit dann aufeinmal sagte das er nicht aktiv wäre .

Thank you very much for your reply. Could you please clarify if you have already played with the deposit?

Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

I reported this before I started playing.

Ich habe das vorher gemeldet bevor ich angefangen habe zu spielen.

I also asked whether the bonus was still active before I deposited...and they told me yes, I could have and use the bonus. When I booked it and didn't receive it, I immediately contacted support and they told me it was no longer active.

Habe auch vorher gefragt ob der bonus noch aktive ist bevor ich eingezahlt habe...und man sagte mir ja ich könnte den bonus haben und nutzen ..als ich den dann gebucht hatte und nicht bekommen habe hatte ich den Support sofort angeschrieben und dann sagte man mir das er nicht mehr aktive wäre..

I’m very sorry, but you haven’t provided the information I requested. Please check my last reply and try to assist. All requested information is essential if we wish to proceed with the case. Thank you in advance.

I did send it... when they said the bonus was no longer active, I wanted my money back, but they said no because the wagering requirement hadn't been met... then I played.

Ich habe das doch geschickt ...als die gesagt haben das der bonus nicht mehr aktiv ist wollte ich mein Geld zurück haben aber die sagten nein weil der Umsatz nicht erfüllt ist..dann habe ich gespielt

I said that I would file a complaint.

Habe gesagt das ich eine Beschwerde aufgeben werde.

Do I understand correctly that you have lost the money you deposited?

Yes, I didn't get my 50 euros back. I said after I didn't receive the bonus that I wanted my 50 euros back, but they said no, and only then did I play... not before.

Ja ich habe meine 50euro janicht zurück bekommen hatte gesagt nachdem ich den bonus nicht bekommen habe das ich meine 50euro zurück haben wollte aber die haben nein gesagt und dann habe ich erst gespielt ..vorher nicht

Angela1933, I understand how disappointing it can be when a bonus is not granted. However, it is important to note that most online casinos can decide, without further explanation, not to award a bonus. A bonus is essentially a gift from the casino, and it's up to the casino to determine if you qualify for it. For this reason, we can't compel the casino to give you this bonus or penalize it for refusing to grant it to you.

Since your deposit, which was supposed to activate the bonus, was used for playing, it's technically impossible to credit you a bonus related to said deposit. If you happen to find yourself in a similar situation in the future, you can opt to request a refund of unspent funds due to the bonus not being credited. However, it will depend on the refund policy of a specific casino.

Since we can offer no further recourse in this situation, the complaint will be closed. Thank you for your understanding. I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into issues with any online casino in the future.