KatsuBet Casino - Hráč si stěžuje, že neobdržel registrační bonus.

I am attaching a screenshot from Katsubet Casino from 18-10-2022 in which it says "Play With 30 FREE SPINS for Free"

You have it on your side.

I complete the registration and it says that I must SIGN UP USE CODE GET BONUS.

After the registration, I go in to get my promised "Free Spin Bonus", which throughout the registration does not say that it does not apply to exactly "ME" because I do not have a special link. which at no time is anything written about.

I subsequently ask to have my data deleted again from their side because I created my profile with them in 'good faith'

They refuse to delete my data as they would like to keep it because I have given "Accept" to that.

Complaint 1 out of 2 (more screenshots)

Jeg vedhæfter screenshot fra Katsubet Casino fra d. 18-10-2022 hvori der står "Play With 30 FREE SPINS for Free"

I har den på jeres side.

Jeg udfylder registeringen og der står at jeg skal SIGN UP USE CODE GET BONUS.

Efter registeringen går jeg ind for at få min lovet "Free Spin Bonus" som igennem hele registeringen ikke skriver at den ikke gælder for lige nøjagtigt "MIG" for jeg har ikke et specielt link. hvilket der på intet tidspunkt står noget om.

Jeg beder efterfølgende om at få min data slettet igen fra deres side fordi jeg har lavet min profil hos dem i 'god tro'

De nægter at slette min data da de gerne må beholde det for det har jeg givet "Accept" til.

Klage 1 ud af 2 (flere screenshots)

Dear McLusky,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand, that we can’t penalize the casino for not giving you a bonus automatically. Could you please advise if you have tried to activate the bonus through our website as it was an exclusive bonus in cooperation between the casino itself and Casino.Guru.

Meanwhile, please understand that even if you close your account your personal information is stored for a certain time in order to recognize any attempts to open multiple accounts in the future.

Thank you in advance for your reply and understanding.

Best regards,

Petronela

Hi Petronela

Thanks for the response. I kind of just wanted my data deleted because customer service was not helpful and it seemed more like a scam site. So I get annoyed and ask them to delete my data.

But then I had my phone broken and there was an attempt to put money into the katsub just before I discovered it

After that stopped I received this email from them. (See Attached Image)

I got no answer as to why I couldn't get my bonus, so I panicked more because I was afraid it was a scam site.

I don't accuse anyone of hacking my data, but this is the only site that has been attempted to deposit money on.

Out of the 5 - 6 other sites I am a member of.

Hej Petronela

Takker for respons. Jeg ønskede sådan set bare at min data blev slettet for costumer service var ikke behjælpelige og det virkede mere som en scam site. Så jeg bliver irriteret og beder dem om at slette min data.

Men så fik jeg brud på min tlf. og der har været forsøgt at sætte penge ind på katsubet lige før jeg opdagede det

Efter det stoppede så modtog jeg denne email fra dem. (Se vedhæftet billede)

Jeg fik intet svar på hvorfor jeg ikke kunne få min bonus, så derfor blev jeg mere panisk grundet af jeg var bange for at det var en scam site.

Jeg beskylder ingen for at hacke min data men det er den eneste side der har været forsøgt at sætte penge ind på.

Ud af de 5 - 6 andre sider jeg er medlem af.

Dear Guru Team,

We are sorry to learn that McLusky has had such a negative experience with our casino.

Let us explain the situation. This is true that the "30 free spins on Wild Cash" bonus under the 30BET promo code, which the customer requested via live chat, is available only to those players, who registered via the special affiliate link. Our system shows that Mr. McLusky has not met this criterion, so our qualified assistant kindly consulted him on this issue.

Besides, the Privacy Policy of our website (data retention section) states that "both, you and the Casino can decide to have your Player Account closed at any time. Following the closure of your account, we will retain your personal data on record for as long as required by law. This data shall only be used should it be required by competent authorities in cases of inquiries regarding financial and fiscal records, fraud, money laundering, or investigations into any other illegal activity.

You are to note that due to anti-money laundering regulations in licensed gaming jurisdictions in the European Union, we are obliged to retain the personal data of players submitted during registration and any data passed on during the operative period of a Player Account for a minimum of five years from last player transaction or account closure. Therefore, requests for erasure prior to the lapse of this period cannot be entertained".

The player was informed about this in live chat and some later via email was asked to specify if he wants to close the account with us. Unfortunately, we have not received a reply yet.

We hope these details will help you with the investigation of this complaint. Please, let us know if you need some additional information.

Kind regards,

Katsubet Support Team

Thank you very much, KatsuBet Casino team, for the clarification.

Dear McLusky,

Was the casino's explanation satisfactory or is there anything else we could try to help you with?

Dear McLusky,

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, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.