NetBet Casino IT - Hráč si stěžuje, že nedostal bonus za vklad.

I deposited on 03/11/2020 € 300.00 by joining the promotion of the day which provides a 50% deposit bonus. Having deposited close to midnight (deadline to be able to join) I could not contact the assistance that is offline directly in chat. However, I sent a complaint via email explaining what happened or that I had clicked on the promo that sent me to the deposit link and everything had to be resolved automatically with the crediting of the aforementioned bonus. In the end, the assistance disputes me for having clicked the promo first and not after the deposit, despite the fact that regardless of when you join the system, you still register your adhesion to it. Therefore it is irrelevant for the purpose of awarding the bonus in question to join before or after the payment! Among other things I have already carried out this operation in the past with the same modality on the same offer and I have always received the bonus !!

Ho depositato il 03/11/2020 euro 300,00 aderendo alla promozione del giorno che prevede il 50 % in bonus sul deposito. Avendo depositato a ridosso della mezzanotte (termine utile per potere aderire) non ho potuto contattare direttamente in chat l'assistenza che risulta off line. Ho inviato comunquesia un reclamo tramite email spiegando l'accaduto ovvero che avevo cliccato sulla promo che mi rimandava al link del deposito e tutto doveva risolversi automaticamente con l'accredito del suddetto bonus. Alla fine l'assistenza mi contesta il fatto di aver cliccato prima la promo e non dopo il deposito nonostante che a prescindere da quando si aderisce il sistema registri comunquesia l'adesione alla stessa. Pertanto risulta ininfluente ai fini dell'aggiudicazione del bonus in questione aderire prima o dopo il versamento! Fra le altre cose ho giá effettuato tale operazione in passato con la stessa modalitá sulla medesima offerta ed ho sempre ricevuto il bonus!!

Dear Nemokid,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked general bonus terms and conditions, and this is what I found https://casino.netbet.it/aiuto/termini-condizioni/termini-condizioni:

"The Licensee is not responsible for any technical problems, hardware or software problems of any kind, or connection problems or loss of network signal that may limit or prevent access to the Promotion or use of the Bonus."

I wish I could be of more help but please understand, that we can’t penalize the casino for not giving you a bonus automatically. Have you tried to communicate a possibility obtaining a different bonus? Have you played any of your funds, or they’re still untouched inside your account?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

Thank you in advance for your reply.

Best regards,

Petronela

Additional comments from the player:

"Hello,

the condition I read is rather vexatious, I add that the current promotion is also deceptive in fact the bonus is credited but it is possible to use it only in case of loss of all the funds, so technically it is a cashback and not a bonus that can be used together to the deposit as you might think (you can read on the dedicated page that if you deposit € 50.00 it is possible to play with € 75.00 instead of specifying that the first € 50.00 must be played and if lost you have the opportunity to play the cashback of another 25.00 euros with a minimum requirement x 35):

However, I asked in chat for the possibility of having this bonus manually credited but they replied that they can't do anything about it and to join today's promotion! It seems to me an unfair behavior on their part and also somewhat indifferent, considering the deposits and game volumes made to date.

Best regards"

Additional comments from the player:

"Salve,

la condizione che leggo risulta essere alquanto vessatoria, aggiungo che la promozione in corso é anche ingannevole difatti il bonus viene accreditato ma é possibile utilizzarlo solo in caso di perdita di tutti i fondi, quindi tecnicamente é un cashback e non un bonus da poter utilizzare assieme al deposito come si potrebbe pensare ( si legge nella pagina dedicata che se si deposita euro 50,00 é possibile giocare con euro 75,00 invece di specificare che i primi euro 50,00 devono essere giocati e se persi si ha la possibilitá di giocare il cashback di altri euro 25,00 con requisito minimo x 35 ): 

Ho chiesto comunquesia in chat la possibilitá di avere accreditato manualmente tale bonus ma mi hanno risposto che non possono farci niente e di aderire alla promozione di oggi! Mi sembra un comportamento poco corretto da parte loro ed anche alquanto menefreghista, considerando i depositi e volumi di gioco effettuati fino ad oggi.

Cordiali saluti"

Thank you, Nemokid, for your reply. As I stated earlier, we can’t penalize the casino for not offering or honoring a promotional offer. It is under their own discretion to add or grant any bonuses. Have you played any of your funds, or they’re still untouched inside your account?

The funds were entirely wagered, losing them. A cashback would have been appreciated and appropriate by Netbet given the technical problem encountered during the deposit regardless of the conditions imposed by the casino in question. Best regards.

I fondi sono stati interamente giocati, perdendoli. Un cashback sarebbe stato gradito ed opportuno da parte di Netbet visto il problema tecnico riscontrato in sede di deposito a prescindere dalle condizioni imposte dal casinó in oggetto. Cordiali saluti.

I can only recommend contacting the casino in regard to any promotional offers. If there’s anything else I could help you with, please do not hesitate to contact me, otherwise I will be forced to reject your complaint. Thank you for your understanding. 

Dear Nemokid,

We are extending the timer by 7 days. Please, do not hesitate to contact us if you need any assistance or help, otherwise, we will reject your complaint.

I’m very sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with this or any other casino in the future. I will reject this complaint now. Thank you for your understanding.