Bovada Casino - Гравець стикається з проблемами, пов’язаними з правом на бонус і вимогами до депозиту.

I have received an email stating for $20. I would get access to a specific bonus. I deposited $20 not once but possibly two or three times to get this bonus and then I’m told I have to deposit $150 and play over a course of so many days to receive a bonus but they are saying that it is minimum of $30 yet. It does not state that anywhere.

Dear Stormy,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify your situation.

Could you please forward me the promotional email with the bonus you were trying to activate to veronika.l@casino.guru?

Did you reach out to customer support after making the $20 deposit and realizing that no bonus was credited to your account?

Also, could you let me know if you’ve already played with the $20 deposit or if it’s still available in your account? Thank you for your help in clarifying these details.

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

Best regards

Veronika

I did reach out to Custer support three times the first two representatives stated they’re not sure why I was not getting my bonus and that they would escalate the case. The third representative stated that the email stating $20 for the bonus was just for the first bonus listed in the email the second bonus listed in the email required $150. deposit. That is not stated anywhere in the email and I did not find anything about that until the third time trying to contact Support in regards to this.

Thank you for your reply and for providing the details via email.

Could you please clarify which bonus you intended to activate? The promotional email includes two offers: a match deposit bonus and a mega scratch card.

Additionally, have you already played with the deposits you made into the casino, even though you did not receive the bonus you were aiming to activate and play with?

Dear Stormy,

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.

Mega scratch bonus and yes I played deposit because this casino will normally add the bonus to the account after the deposit is played out.

Thank you for your reply.

We understand your disappointment regarding the bonus eligibility. While the promotional email might suggest that a $20 deposit qualifies for the bonus, clicking on the "LEARN MORE" link redirects you to the casino...

... where the minimum deposit required for this specific bonus is clearly displayed as $150.

Unfortunately, as the deposit you made did not meet the minimum requirement, you are not eligible for this bonus.

We do agree that, for a better user experience, the casino could make the terms for each bonus offer more distinguishable within the promotional material. However, upon reviewing the details of the bonus offer on the casino website, the terms clearly state the necessary deposit amount once accessed.

For this reason, we regret to inform you that your complaint will be closed.

Thank you for understanding, and if you have any further concerns or need assistance with a different matter, please don’t hesitate to reach out to us.

Best regards,

Veronika