Friends Casino - プレイヤーの入金問題によりボーナスが拒否されます。

I deposited $799 USDC in order to claim the 30% crypto bonus, my deposit supposedly failed for sending less than the minimum amount (the website says the minimum is $13), they asked me to send another 0.0006 ETH (approximately 1USD). After waitng a few days my deposits were credited but were missing the bonus funds. After enquiring support about this they say they refuse to credit the bonus funds as I sent less than the minimum amount advertised on their website, which is untrue. I request the casino either refund my deposit or credit my 30% crypto bonus which I was unfairly excluded from.

Dear bim900129,

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 specify the bonus?

Is the amount you deposited to activate the bonus still available in your casino account?

Could you please share your communication with the casino? Send emails or chat transcripts to my email at [email protected], or post screenshots here.

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,

Dominika

The bonus is 30% added for deposits with cryptocurrency. I haven't played with any of the funds deposited to my account and the balance is still available in my account. Communication was done via the casino's live chat feature and I have no record of the chat.

Dear bim900129, based on your complaint, it sounds like there may have been a misunderstanding or miscommunication with the casino regarding both the minimum deposit requirement and the bonus activation process.

Why did the casino request an additional 0.0006 ETH? Do you know if this second deposit was meant solely to help credit your original deposit (due to technical issues), or was it related to bonus activation?

Do you still have the full amount of your original $799 USDC deposit in your casino account?

Have you contacted the casino again recently to ask if they would reconsider activating the 30% bonus now that the deposit has been credited?

How exactly did you activate or opt into the bonus? Did you enter a promo code, click a specific promotion on the website, or was it supposed to be automatic?

The casino wasn't very forthcoming at all with information and couldn't answer why I needed to send an extra 0.0006 ETH. The bonus is meant to be automatically credited when a crypto deposit is made, no code is needed. I still have all the deposited funds in my account. The casino refuses to credit the bonus manually.

Dear bim900129, after carefully reviewing your case, I have to say—unfortunately, it appears you did not fully meet the bonus eligibility conditions, as your original deposit was flagged by the casino as being below the minimum required amount. Whether or not that was clearly communicated at the time is part of the issue, but the casino is within its rights not to apply the bonus if the qualifying terms weren’t strictly met.

If we had clear written confirmation from the casino saying they would apply the bonus once you sent the additional 0.0006 ETH, we would absolutely pursue that angle further. But without any such confirmation or record of the live chat conversation, we sadly don’t have enough to support a formal complaint ruling in your favor.

This is an extremely unfortunate situation, and we’re truly sorry it turned out this way. Please make sure in the future to take screenshots or save chat logs, especially when dealing with bonuses or unexpected issues—this kind of proof is essential when requesting help later on.

We appreciate you sharing your experience, and we hope it won’t discourage you from reaching out if you ever need support with this or any other casino in the future.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion.