Rivalo Casino - El jugador está decepcionado con la política de bonificación.

Second day that they offer this false promotion, they don't solve any problem, they don't communicate via email as they promise, in short, another day in which they boast of a new bookmaker, reformulated, enticing players to invest their money with the promise of bonuses without rollover conditions when in fact the bonuses are not even credited. When the chat help decides to appear, they offer us ridiculous, idiotic solutions, such as clearing the browser cache and using the Google Chrome browser, when after the user has done these procedures nothing is resolved, they are informed that the case has been submitted to the responsible department and that the answer will come via e-mail, being a modus operandi to just dodge obligations, as there is no deadline for this answer. You can answer us tomorrow or in September 20589. I'm a depositor, I hardly ever check this site, so people need to know what this new rival is all about.

Segundo dia que eles oferecem essa falsa promoção, não resolvem problema algum, não comunicam via e-mail como prometem, enfim, mais um dia em que eles se gabam de uma nova casa de apostas, reformulada, seduzindo os jogadores a investir seu dinheiro com a promessa de bônus sem condições de rollover quando na verdade os bônus sequer são creditados. Quando a ajuda do chat resolve aparecer nos oferecem soluções ridículas, idiotas, do tipo limpar o cachê do navegador e usar o navegador Google Chrome, quando depois do usuário ter feito esses procedimentos nada é resolvido é informado que o caso foi submetido ao departamento responsável e que a resposta virá via e-mail, sendo um modus operandi de se esquivar das obrigações apenas, pois não há prazo algum para essa resposta. Podem nos responder amanhã ou em setembro de 20589. Sou depositante, quase nunca saco nesse site, então as pessoas precisam saber do que se trata essa nova rivalo.

Dear Arcain,

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. Which exact bonus you have tried to redeem? Please forward its name or a specific link to petronela.k@casino.guru. Have you deposited any funds into your casino account to activate the promotional offer, or was it a free bonus, please?

Additionally, please attach all the relevant communication between you and the casino.

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

Best regards,

Petronela

Hello. With the exception of free bets on sporting events, all other bonuses that you can see from the screenshot were not playable. I've been a customer of this site for over a year, I deposit quite often, these bonuses they offered are no deposit bonuses, which are part of the announcement of the "new Rivalo", in celebration of the house's anniversary. Casino bonuses around here have always been quite obscure, you can hardly know what the value of the spins they will give you when you deposit, which games you are entitled to play the free spins on and so on. Well, since the day they started sending me emails saying that there would be rewards after logging in, I enter, I see the pop-up and I can't play them. Since I had some problem with this site and I looked for the chat and they didn't solve it, they told me that they would contact me by email. I NEVER RECEIVED AN EMAIL FROM SUPPORT resolving a problem. Just yesterday I was able to play 7 free spins on gates of olympus that were offered to me via popup window, however I have lost over 21 free spins since they started offering this to me. They don't offer this to non-depositors, I guess, because then I come to request the full offer that was posted to me each day I logged into my account. If the casino has no control over what it offers the user, I need to know this urgently, as I can't keep depositing on a site that acts this way.

Olá. Com exceção das apostas grátis em eventos esportivos, todos os outros bônus que você pode ver conforme a captura de tela não foram possíveis de se jogar. Eu sou cliente desse site há mais de um ano, deposito com certa frequência, esses bônus que eles ofereceram são bônus sem depósito, que fazem parte do anúncio da "nova Rivalo", em comemoração ao aniversário da casa. Desde sempre os bônus de cassino por aqui são bem obscuros, dificilmente você consegue saber qual o valor das spins que lhe darão quando você deposita, em quais jogos você tem direito a jogar os giros grátis e etc. Pois bem, desde o dia em que eles começaram a me enviar emails dizendo que haveria recompensas após o login eu entro, vejo o pop-up e não consigo jogar elas. Desde que eu tive algum problema com esse site e procurei o chat e eles não resolveram, me disseram que iriam me contatar por email. EU NUNCA RECEBI UM EMAIL DO SUPORTE resolvendo algum problema. Apenas ontem eu consegui jogar 7 giros grátis no gates of olympus que me foram ofertados via janela de pop-up, porém eu já perdi mais de 21 giros desde que eles passaram a me oferecer isso. Eles não oferecem isso a quem não é depositante, assim eu imagino, pois então eu venho solicitar a oferta integral que me foi posta a cada dia que loguei em minha conta. Se o cassino não tem controle sobre o que ele oferece ao usuário eu preciso saber disso urgente, pois não posso continuar depositando em um site que age dessa maneira.

Thank you, Arcain, for your reply. If I understand correctly, you received an email offer to check for any available bonuses inside your casino account, but when you did, you couldn't find any, is that correct? Please understand that we can't penalize the casino for not giving you any free or deposit bonuses. While I agree that it would be ideal to send a promotional offer to those players only who are entitled to redeem it, unfortunately, sometimes these emails are generated automatically and therefore, sent to all the players at once.

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.

No, it is not correct. I entered the site, and as you can see in the open popups, the free spins appear credited to my account, you may not be able to understand the language, but the windows say that I am entitled to these spins. There is even a window referring to the free bet on sporting events, which I was able to use, I was also able to use 7 free spins on the game Gates of Olympus on another day regarding the same promotion, but the other spins I could never use. They say they will talk to the department but they never answer me again, they don't even answer the chat when I'm on my account, I can talk to them only when I'm disconnected from my account. The house does everything not to solve my problem.

Não, não está correto. Eu entrei no site, e como você pode verificar nos pop-ups abertos, as rodadas grátis aparecem creditadas em minha conta, talvez você não consiga entender pelo idioma, mas as janelas dizem que eu tenho direito a essas rodadas. Existe uma janela inclusive referente a aposta grátis em eventos esportivos, que eu consegui usar, também consegui usar 7 giros grátis no jogo Gates of Olympus em um outro dia referente a mesma promoção, porém os outros giros eu nunca consegui usar. Eles dizem que vão falar com o departamento mas nunca mais me respondem, sequer respondem o chat quando logo em minha conta, consigo falar com eles apenas quando estou desligado da minha conta. A casa faz de tudo para não resolver meu problema.

Thank you very much, Arcain, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello Arcain,

I will assist you with the complaint from now on. Could you please tell me if the issue still persists? Has the casino offered you other compensation for the missing spins?

If I understand correctly the anniversary promotional spins the casino currently offers don't require any wagering. Could you confirm this information, please?

Dear Arcain,

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.

Hello Tomas, yes, correct, they do not require anything. No deposit, no rollover, nothing. It was just free spins with no deposit or wagering requirements. No, they did nothing. They just said that they would reply to me via email as soon as possible and to this day they have not done anything about it. And yes, the problem still persists. I received this offer more times, I only managed to play what I was offered in bigger bass bonanza and gates of olympus, in the other games never. They don't even answer me in chat anymore.

Olá Tomas, sim, correto, não exigem nada. Nem depósito, nem rollover, nem nada. Eram apenas rodadas grátis sem requisitos de depósito ou apostas. Não, não fizeram nada. Apenas disseram que iriam me responder via email o mais breve possível e até hoje não fizeram nada em relação a isso. E sim, o problema ainda persiste. Recebi mais vezes essa oferta, apenas consegui jogar o que me ofereceram no bigger bass bonanza e no gates of olympus, nos outros jogos nunca. Nem sequer me respondem mais no chat.

Hello Arcain,

I'll contact the casino and ask them for help in your case.

Rivalo Casino,

Could you explain why free spins weren't properly awarded in Arcain's case?

We would like to ask the Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Arcain, 

We firstly would like to apologise for all the inconvenience it might have caused you. 

As you know, we have recently updated our player platform. 

This was a considerable big task involving everyone here at Rivalo.

And as with all big improvements, unintentionally, we might have let you down.

But as a token of our appreciation for your continued trust in us, we credited instead of 7 BRL - which was the initial FS value - 15 BRL as cash directly to your balance. 

No rings attached, following the policy of our new reward scheme.

So you can play it any way you like, or even withdraw it if you want to.

Our team will continue working on new implementations to achieve our main goal: Player Satisfaction.

Thanks for playing with us.

Hello all,

thanks for the reply to the Rivalo Casino representative.

Dear Arcain,

Please let us know if you received the compensation and if you require any further assistance. Thanks!

Dear Arcain,

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.

Hello Arcain,

It seems that this issue was resolved, but without confirmation from you that you have received the compensation for your trouble, the complaint will now be rejected as previously mentioned.