ZotaBet Casino - El jugador no ha recibido un bono.

The site operates a fraudulent bonus policy. It is advertised with a welcome offer, when making a deposit it appears that this is activated. Even after the first deposit, the offer will appear in the personal offers with the note that it would be sufficient to enter a code WELCOME when making a deposit. Nothing is credited, the customer service justifies this absolutely contradictory, implicitly insults you that you are too stupid to understand the word welcome, furthermore is not able to prove that such restrictions are somehow explained before the deposit. It is then deliberately played dumb and pretended as if one were only adhering to regulations.

Die Seite betreibt eine betrügerische Bonuspolitik. Es wird mit einem Willkommensangebot geworben, bei der Einzahlung wird der Anschein erweckt, dieses sei aktiviert. Auch nach der ersten Einzahlung erscheint das Angebot in den persönlichen Angeboten mit dem Hinweis, es würde reichen, bei der Einzahlung einen Code WELCOME einzugeben. Es wird nichts gutgeschrieben, der Kundenservice begründet dies absolut widersprüchlich, beleidigt einen implizit, dass man zu dumm sei das Wort Willkommen zu verstehen, ist des Weiteren nicht in der Lage, zu beweisen, dass über derartige Einschränkungen irgendwie vor der Einzahlung aufgeklärt wird. Es wird sich dann gezielt dumm gestellt und so getan, als würde man sich nur an Vorschriften halten.

Dear Lexikasus,

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 confirm that you fulfilled all conditions to be eligible for this bonus and entered the code correctly? Have you already played with your 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 very much in advance for your reply.

Best regards,

Kristina

Dear Lexikasus,

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.

I have already communicated everything relevant in this regard. All correspondence with the casino is also available to them. To recap: The deposit I made after seeing the relevant offer in my personal offers was made correctly following the instructions of the casino's chatbot with the correct coupon code. I wrote to customer service immediately after making the deposit, who, even after repeated inquiries, could not explain to me exactly where to find the rule that I allegedly broke. It follows that you are offered a bonus, which is also very proactive and promotional, but for which you are not entitled. But this information is not given anywhere. I want to reiterate that before depositing, I even wrote to the chatbot and followed his instructions.

Ich habe diesbezüglich bereits alles relevante mitgeteilt. Der gesamte Schriftverkehr mit dem Casino liegt ihnen ebenfalls vor. Noch einmal zusammenfassend: Die Einzahlung, die ich nachdem ich das entsprechende Angebot in meinen persönlichen Angeboten gesehen hatte, getätigt habe, wurde korrekt nach der Anleitung des Chatbots des Casinos mit korrektem Gutscheincode durchgeführt. Ich habe direkt nach der erfolgten Einzahlung dem Kundenservice geschrieben, welcher mir auch nach mehrfachen Nachfragen nicht erläutern konnte, wo genau die Regel, welche ich angeblich gebrochen haben soll, denn zu finden sei. Daraus folgt, dass man einen Bonus angeboten bekommt, das auch sehr proaktiv und werbend, für welchen man aber gar nicht berechtigt ist. Diese Information wird einem aber nirgendwo mitgeteilt. Ich möchte erneut betonen, dass ich vor der Einzahlung sogar dem Chatbot geschrieben habe und mich an seine Anleitung hielt.

Thank you for your reply, Lexikasus. Do I understand correctly that you have already lost (or started playing with) the deposit that was supposed to activate the bonus?

Dear Lexikasus,

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.

No, you misunderstood. I contacted customer service immediately after making the deposit I described.

Nein, das haben Sie falsch verstanden. Ich habe direkt nach der von mir beschriebenen Einzahlung den Kundenservice kontaktiert.

I understand. However, you have not yet answered whether you have already played with that deposit or not.

Dear Lexikasus,

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.

No I didn't, I thought I clarified that with "contacted customer service immediately after deposit"

Nein habe ich nicht, ich dachte das hätte ich klargestellt mit "direkt nach der Einzahlung den Kundenservice kontaktiert"

Well, I clearly see you did as it is mentioned in the conversation with the casino you attached to this complaint:

Furthermore, the support explained in detail that you cannot activate a welcome bonus on top of the second deposit bonus, as this specific bonus is available for the first deposit only (which by the way is standard practice in online casinos that welcome bonus can only be claimed by first-time depositors). I don't see anything unfair here and the casino didn't act maliciously. I would recommend that you read the whole conversation again, as you clearly received a valid explanation as to why you didn't receive the bonus. I am sorry, but in this case, we don't think that the casino did anything wrong and we cannot penalize them for not crediting you this bonus as you were not eligible for it.

Unfortunately, after gathering all the necessary information we are forced to reject this complaint. 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 any issues with this or any other casino in the future.