Casobet Casino - Бонус гравця був активований автоматично без її згоди.

Very luckily only bet €20. I was immediately credited with a bonus of €22 and had to wager ×35, I never agreed to this or selected a bonus. I contacted live chat and was repeatedly told they couldn't remove the bonus. I asked to have a refund of what I deposited and was told no. They basically just took my money. I felt forced to play to try and win real money so I could withdraw.

None of the bonus rules were obvious and this is the first casino I have ever played at where they couldn't remove a bonus.

Dear Kimberley,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I have checked the general terms and conditions, and this is what I found https://casobet.com/en-GB/home/page-control/2:

"The bonus amount is added to your balance automatically. The bet is made by withdrawing money from the balance, which consists of the main and bonus parts."

Could you please advise if you have tried to communicate with the casino the option of opting out from any promotional offers prior to start playing? Have you redeemed or obtained any promotional offers from this casino in the past? Could you please forward your bonus history along with any relevant communication to petronela.k@casino.guru?

Thank you in advance for your reply. Looking forward to hearing from you.

Best regards,

Petronela

Dear Kimberley,

Thank you very much for your email. Sadly, since you have played your balance, I’m afraid, there is not much we can do for you. Please understand, the player is the only one responsible for their account, active balance, and all the bets taking place. For future references, please contact us as soon as the issue evolves so we can intervene before it's too late.

Meanwhile, if you have evidence that you have requested a permanent self-exclusion due to a gambling problem, please forward it to petronela.k@casino.guru. Thank you very much in advance.

Thank you. The problem with this casino is that they don't give you any option but to play. They refuse a refund, they refuse to remove the bonus. You feel like you have little choice but to play in order to try and win back the money you put in. This is always stacked against you.

We shouldn't have to come to you to get them to give money back or remove a bonus. That money is mine.

They bully people who are already in a vulnerable position.

This is what I am complaining about and I would like people to learn from my expetience. They do not do the right thing, do not give them your money.

I understand. However, it is impossible for us to help you if the funds have been played and lost already. If you still had your deposit untouched and were unable to cancel the bonus, then we would intervene and try to help. Unfortunately, it is too late now.

Please let me know if there is any additional information that I have overlooked, otherwise, I’m afraid I will be forced to reject your complaint. Thank you in advance for your reply and understanding.

Could you at least keep the complaint public? You may not be able to get the money back but it could be used as a warning to others? I should have checked this site before I deposited.

Thank you

All the complaints, even the rejected ones stay public.

I wish I could be of more help. I’m very sorry we couldn’t assist you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. I will now close this complaint. Thank you for your understanding.