20Bet Casino - プレイヤーは期待していたボーナスの一部しか受け取りませんでした。

Yesterday I received an e-mail from the casino saying that I have a deposit bonus of 50% + 50 free spins for wolf gold. I always received the 50 fs in 2 installments. 25 immediately after deposit and the other 25 after 24 hours. Unfortunately, never I received the remaining 25 automatically only if I wrote it to the support. Today, however, they do not want to give me the remaining 25 because their system supposedly does not allow it. Now I paid 50 fs for 50%, not 25 fs. I ask that they send the bonus code and I can use it, but if I only get 25 from the free spins, then it's a scam. Or am I wrong? I'm very disappointed in this casino now. It's 25 fs, so it's not a big deal, but that's not what I paid for.. .I feel cheated.

Dear agent8905,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with 20Bet Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

Could you please explain if the casino promised any compensation for the remaining free spins you haven't received as part of the bonus?

When did you redeem the bonus and when exactly did you contact casino support?

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

Best regards,

Tomas

Dear agent8905,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.