VivatBet Casino - El bono de bienvenida del jugador ha sido denegado.

Hello. I made my first deposit of 20€ and claimed 250 free spins as per their welcome offer. However, the problems sstsrted when the winnings (15.5€) did no show up into my balance. I contacted support and they tolt me that I need to deposit again in order to obtain the bonus. I double-checked the T&Cs and there is not a single clause of an obligation to make another deposit in order to receibe the winnings. I can see the bonus in my promotions page. It states that the bonus can be used in any Ensiphina game. Sdter opening several Endorohina gsmesz not s single one had my bonus balance added.

I contacted support again and they kept sending me the same templates without actually listening to my quey. I pasted Vivatbet Bonus T&C:s and requested supprort to refer into the clause of a re-deposit. They started ignoring me (and probsbly shadowbanned me also). At this time I offered support to grant me the 15.5€ bonus with 5x wagering, but this request was ignored.

Since my latest contact attempts, there has been no replies. At the time of the writing, I've requested chatlogs from my converststions. Support did not acknowledge thisbrequest. I have copy-pasted all of our chats as a backup.

Summary: Their Welcome Offer did not work and support staff did not try to resolve my issue, instead they chose to ignore me

Support also violated GDPR by iignoring my chat history request.

Thank you in advance on your assistance!

Dear Maikeyg,  

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with VivatBet Casino. I have checked the bonus terms and have found the following:

The bonus activates automatically, and you will receive 250 free spins in the game Lucky Streak 3 (Endorphina). The bonus has a 5x wagering requirement.

Free spins have a 5x wagering requirement. The wagering of winnings from free spins is done with deposited money.

Please allow me to ask you a few questions, so I can understand the whole situation completely:  

• Have you wagered the winnings from the free spins 5x as required per the terms using your deposited money?  
• Do you have access to your game history in your account? Can you please share it with me together with all relevant communication between you and the casino at natalia.b@casino.guru?

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,

Natalia

-The winnings of the free spins (15.5€) were never added into my balance for wagering. Otherwise I would've wagered the bonus accordingly.

-I can see my game history but its only for the game round rounds I played with my deposit. There is several pages of them. Are they relevant in this case, as I never received the bonus funds for wager? I have a copy-pasted chat from support which I can send.

Thank you very much for your reply, Maikeyg. Could you please forward all the relevant communication between you and the casino to natalia.b@casino.guru? Alternatively, you can post the screenshots here. It'd be helpful if you could send the game history too. Thank you in advance.

Dear Maikeyg,

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

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Natalia
Casino.Guru