Olybet Casino SK - プレイヤーが OLYBET カジノのボーナス条件に異議を唱えています。

I registered with OLYBET casino principally for the purpose of acquiring a bonus.

I previously reviewed all the conditions that were available on the site.

On the page under the section "Bonus Enhancement of 5000 EUR", it is written that upon making your first deposit between 51 euro and 500 euro, you establish a bonus of 500 EUR.

Immediately below that is a sentence:

"After making a deposit, you need to play at least 20 times the value of your first deposit within 90 days in the online casino to meet the conditions for bonus acquisition. Different types of games are counted towards fulfillment as follows:"

That you are required to bet 20 times the first deposit rather than the bonus amount grabbed my attention.

The bonus should always be credited in parts after each 20% of the required amount is wagered.

I fulfilled this obligation and the bonus was not credited. I also called their customer care number afterwards, where they confirmed over the phone that it's the deposit, not the bonus, that one is required to wager. Similarly, I further addressed the matter in a chat, explaining my situation and their response was that they would forward the issue to the IT department for inspection.

Only today did I receive a response:

"You will receive the bonus after four turnovers of 500 euros each, i.e. 2000 euros. 20 percent of the amount 500 euro, not the deposit, is counted. After a turnover of 2000 euro, you receive 100 euro."

This information was neither published on the site nor communicated to me on the recorded phone line.

I object to this deceptive marketing wherein I was not awarded what was explicitly stated in the conditions on the site.

Thank you.

Do OLYBET kasína som sa registroval hlavne, kvôli získaniu bonusu.

Všetky podmienky, ktoré boli dostupné na stránke som si predtým prečítal.

Na stránke v sekcií "Vylepšení bonus 5000 EUR" je písané, že prvým vkladom od 51 eur do 500 eur sa etablujete na bonus 500,- EUR.

Hneď pod tým je veta:

"Po uskutočnení vkladu musíš v online kasíne zahrať aspoň za 20-násobok hodnoty prvého vkladu za 90 dní, aby si splnil podmienky získania bonusu. Jednotlivé typy hier sa zarátavajú do plnenia takto:"

Zaujalo ma to, že je potrebné prestávkovať 20 násobok prvého vkladu a nie hodnoty bonusu.

Bonus má byť pripisovaný vždy po častiach a to po prestávkovaní 20% podmienej sumy.

Túto povinnosť som splnil a bonus nebol pripísaný. Následne som volal aj na zákaznícke číslo, kde mi v telefónne potvrdili, že sa jedná o prestávkovanie vkladu a nie bonusu. Tak isto som to riešil aj cez chat, kde som im vysvetlil situáciu a povedali, že to pošlú na preverenie IT oddeleniu.

Až dnes som dostal odpoveď:

"Bonus získaš po pretočení 4krát 500€, to znamená 2000€. Počíta sa 20 percent sumy 500€, nie vkladu  Po pretočení 2000€ získaš 100€."

Táto informácie nebola na stránke zverejnená a ani mi nebola odkomunikovaná je nahrávanej telefonickej linke.

Predmet sťažnosti je zavádzajúci marketing, kde mi nebolo udelené to čo bolo písané aj v podmienkach na stránke.

Ďakujem.

Dear Majerehk,

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

Please let me first emphasize bonus wagering requirements can vary from casino to casino.

In our experience, the most common wagering requirements depend on the value of the bonus, bonus+deposit, or deposit. There are more niche wagering rules as well.

I found the bonus you are describing on the casino website: with an example of how the bonus works:

Could you please advise how much you deposited in the casino?

Could you please explain how much wagering you completed?

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 Majerehk,

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.

Good day,

I'm sorry but I just now noticed the answer.

I made a deposit of EUR 60.

The value of the bets made was EUR 317.70.

My friend (he has not filed a complaint yet) also made a deposit of EUR 60, but the value of his bets was over EUR 900.

I understand that each casino's bonus claim requirements are different.

For me, it's only about the fact that it is written on the website that it is necessary to pause 20 times the deposit and not the bonus. That is wrong information. I was also informed on the telephone line by the Olybet staff that it was a suspension of the deposit (i.e. EUR 1,200) and not the bonus (EUR 10,000). He was probably also misinformed, but I received 2 misleading answers from the casino. and only after a few days they wrote to me that they apologize for the mistake but that the bonus should be paused. Of course, this information was given to me without any compensation.

Well thank you.

Dobrý deň,

Ospravedlňujem sa ale až teraz som zaznamenal odpoveď.

Vklad som uskutočnil 60,- EUR.

Hodnota uskutočnených stávok bola 317,70 EUR.

Môj kamarát (sťažnosť ešte nepodával) uskutočnil vklad tak isto 60,-EUR, ale jeho hodnota stávok bola cez 900,- EUR.

Rozumiem tomu, že požiadavky každého kasína pre uplatnenie bonusu sú iné.

Mne ide len o tom, že na stránke sa píše, že je potrebné prestávkovať 20 násobok vkladu a nie bonusu. To je mylná informácia. Tak isto mi bolo aj na telefonickej linke pracovníkom olybetu oznámené, že sa jedná o prestávkovanie vkladu (t.j. 1 200,- EUR) a nie bonusu (10 000-, EUR). Asi bol tiež zle informovaný, ale zo strany kasína som dostal 2x zavádzajúcu odpoveď. a až po niekoľkých dňoch mi napísali, že sa ospravedlňujú za chybu ale že treba prestávkovať bonus. Samozrejme táto informácia mi bola daná bez akej koľvek kompenzácie.

Ďakujem.

Let me recap the situation and my interpretation of what should have happened:

Since your deposit was 60€ the maximum bonus attainable was up to 500€, in order to gain the first 20% of the value of the bonus (100€), you should wager a fifth of your deposit 20 times on slots:

(60x20)x20%= 240 €

If the wagering necessary depends on the bonus amount, it would mean completing the wagering of (500x20)x20%= 2000 €

Thank you very much, Majerehk, for providing the necessary information. I will now transfer your complaint to my colleague Matej (matej@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello Majerehk,

I am sorry to hear about your troubles.

I would like to invite the casino representative into the case:

Dear casino representative, could you please check the case and explain to us what happened?

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Majerehk,

Regrettably, the casino is not responding. I suggest you lodge a complaint with the regulator, URHH: https://www.urhh.sk/web/guest/staznosti (staznosti@urhh.sk). You may do so via Slovensko.sk or simply send them an email. Please confirm that you submit your complaint to the regulator.

Dear Majerehk,

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.

Good day,

I'm sorry, but I always receive a notification by email only when you already extend the deadline by 7 days.

I filed a complaint via email staznosti@urhh.sk .

Thanks for help.

Dobrý deň,

Ospravedlňujem sa, ale mne na mail príde upozornenie vždy len vtedy, ke´ď už predĺžite lehotu o 7 dní.

Sťažnosť som podal cez email staznosti@urhh.sk  .

Ďakujem za pomoc.

Thank you for the confirmation.

I will mark this complaint with status: "waiting for regulator's decision." Please reopen the complaint when you receive a response from the regulator.

I will investigate the issue with our technical department regarding the messages you did not receive. I apologize for any inconvenience caused.

Dear Majerehk,
We hope this finds you well. We would like to ask you to provide an update regarding this case, which was previously marked as "Waiting for Regulator" on our website. Your complaint has now been automatically reopened, and we are eager to know if there have been any recent developments or resolutions since our last communication.
If the ADR or the Licensing Authority has resolved things in your favor, please update the thread and send over the official statement to my email. Alternatively, if the ruling favored the casino, your insights are just as crucial.
We understand that some time has passed, but updating your complaint will allow us to take appropriate action, such as issuing black points to the casino in case the ruling is in your favor or warning other players and users about instances where the authority supports the operator.
We truly appreciate your cooperation, and your response would be of great assistance to us.
Thank you in advance for your reply.

Good day,

I sent a complaint to the regulator a few months ago. Unfortunately, I still haven't received a reply.

Dobrý deň,

Sťažnosť na regulátora som zaslal pred pár mesiacmi. Bohužiaľ stále mi neprišla žiadna odpoveď.

I suggest writing to them again and inquiring about the status of your complaint. In some cases, it can take up to three months for the regulator to respond, but I don't think it should take that long for the Slovak regulator.

Thanks for the tip. I reminded them again.

Ďakujem za tip. Znova som sa im pripomenul.

Dear Majerehk,

Could you please forward me the message you sent to the regulator? I just want to verify if everything is formally correct.

Thanks. (matej@casino.guru)

Basically, it's still dragging on. I am thinking of withdrawing my complaint. I can't realistically see it being resolved.

V podstate sa to stále naťahuje. Rozmýšľam, že moju sťažnosť odvolám. Nevidím to reálne, že by sa to vyriešilo.

Dear Majerehk,

I completely understand your frustration. However, this complaint can at least help other players realize that bonuses from Olybet may not be as good as advertised. Additionally, some complaints about the casinos are still being opened even after years.

Dear Majerehk,

Given the current situation and the time that has elapsed, we have chosen to close the complaint as unresolved. This will result in the casino receiving black points related to your case, which will have a negative impact on its safety index. Please reopen the complaint once you have received a response from the authorities so that we can proceed accordingly.