Wanejo Bets Casino - Бонус та кошти гравця не зараховуються.

I subscribed to the super scatter bonus as witch they advertise I deposited the amount witch was required to get the bonus , they did not give me the bonus.

I thought maybe I ticked something wrong so I did the whole process over again and I deposited a bigger amount that was required to get the bonus , still no bonus .

I yet then played other games

Afterwords I credited my account with R9 just to have fun .

Witch was deducted from my account and not credited to my casino account .

I submitted my verification documents the moment I opened my Account and tried to contact them on telegram, online , phone , and customer support and email with no response

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you’ve experienced.

First, I would like to clarify the situation regarding the missing bonuses. Please note that once a player makes a deposit and starts playing without receiving the promised bonus, it is generally considered as an acceptance that the bonus was not granted. In such cases, we cannot later request the casino to retroactively add the bonus.

Additionally, it is important to understand that bonuses are essentially a gift from the casino. This means that the casino decides who is eligible to receive a particular offer, and some players may be excluded from bonus promotions at any time. Because of this, we cannot hold the casino responsible for not granting the bonus in your case.

That said, we will continue with your complaint regarding the deposit and verification issues:

If your deposit has never been credited to your casino account, the only thing I can recommend is contacting your payment provider for an investigation. Please keep in mind that this process can be complex and may take up to a month. In such cases, the casino’s ability to intervene is often limited.

• When exactly did you deposit R9 to the casino and which payment method did you use?
• Could you please advise which documents you have already provided to the casino for verification, and when exactly you sent the last one?
• Have you provided all the required documents as soon as possible and in the correct format?

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

Important Notice:

Casino.Guru will never ask for any payments or access to your accounts in order to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information. We only contact players through this official complaint thread or via email addresses ending in @casino.guru. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar within the official complaint thread.

If anything seems suspicious, please contact us directly. Stay safe.

Good evening,

Thank you for responding, herewith attached is my pop and also the date stamp is above the transaction. I tried to contact them yesterday again on there casino customer service but it only gives the option to log a query and they contact you, and I think I logged in 10+ query's for them to get ahold of me , and on the email and on telegram. No luck or response form there side .

Yes I submitted all my documents in correct order and cleared documents

Have you tried contacting your payment provider regarding the lost deposit?

Yes , my bank said the amount was deducted from my account and paid to wanejob bets

To proceed with your case, could you please forward me the following documents?

• screenshot of your transaction history in your casino account
• communication with your payment provider
• communication with the casino customer support
• bank statement starting from the date you made the transaction that has not been credited to your casino account until today

My email address is [email protected]. Thank you for your patience and cooperation.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear jacolinebarnard065,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Veronika