RESOLVED: Betrophy casino doesnt add free spins from welcome package

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Last post made 1 year ago by Berks
kilabee
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  • kilabee
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  • Yesterday I registered at Betrophy casino and made my first deposit with bonus code TROPHY200 from casino welcome bonus package. This bonus consists of 100% match bonus and 20 free spins for slot Tiger's Claw.

    After I lost my cash bonus, I opened that slot to use free spins but actually there were no spins in it. So I came to live chat and was told that as I lost this bonus my spins were also lost))

    I asked to show exact point from bonus T&C and general t&C about this, but Duca and after this Kal were unable to show me that.
    I also asked support to show me any evidence about free spins were credited to me (actually I provided screenshot with info about activated cash bonus only)
    So this casino is cheating players about welcome bonus in part of free spins. Also their live support closes chat when  they understand that no arguments they have.

    I can provide chat transcript showing very bad qualification of their support.

  • Hello kilabee.

    We are always willing to help you. Could you please provide us with your Casino Username via private message and we will try to reach out to them, but we need to inform you that we don't have this Casino on our list, so we can not know if we will get any response. We will keep you informed.

  • Hello, Berks!

    I know that, but decided to open complaint here, at LCB, as I saw your comment to one of LCB member's review of casino from their group, Bellona NV.

  • Hello kilabee.

    Thanks for providing us with your credentials. We will notify Casino Rep about this issue and will get back to you once we get a response. Keep an eye on this thread.

     

  • Hello kilabee.

    Casino Rep got back to us with the clarification and said that you were not able to use free spins because you have used the bonus first and that's the reason why you breached Terms of this campaign. 

    Per point 6 on their site on promotions page: 

    "Once received the Free Spins must be used before the player places any other bets."

    In his case, you played the bonus first and tried to use the free spins after, which is not the correct way to follow the campaign.

    Hope this will help.

  • Berks wrote

    Hello kilabee.

    Casino Rep got back to us with the clarification and said that you were not able to use free spins because you have used the bonus first and that's the reason why you breached Terms of this campaign. 

    Per point 6 on their site on promotions page: 

    "Once received the Free Spins must be used before the player places any other bets."

    In his case, you played the bonus first and tried to use the free spins after, which is not the correct way to follow the campaign.

    Hope this will help.

    Hello.

    I see they changed their bonus t&c)
    I have transcriptions of chat with 2 different live supporters about this and they both were unable to find that info "Once received the Free Spins must be used before the player places any other bets."

    I asked live support and support by email to provide me info I was credited spins and than they were lost. But of course no one answered me about this.

    More of that, yesterday I met the same situation at another bellona nv casino - casino Thrillsy.
    I made deposit with code for first deposit bonus with the same free spins. Got bonus but didnt get any free spins. I immediately came to live support and had very long conversation about this. And all the time I was only told, that appropriate department started investigation this issue.
    As for now I still didn't get spins at Thrillsy.
    So as I can see, there is some error from their  side but they find wrong way - to change their t&c.

    Just reminder, I have chat trnscript of all above mentioned.

  • Hello kilabee.

    Could you please send us the transcript of that conversation via private message so we can investigate this case with Casino Rep? 

    Thank you.

  • Hello! Transcipt for both casinos to see whole situation, right?

    And is it possible to send transcript to any e-mail so anybody could read conversation as is , not to make a lot of printscreens?

  • Hello kilabee,

    Sorry but the only option for providing us those transcripts is through the private message. Do the screenshots and send us via PM.

    Thank you.

  • Hello kilabee,

    Thanks for sharing this material with us. We will take a look and give you a feedback regarding this matter. Keep you posted.

  • Thank you Berks for you attention!

    I just checked my accounts at Betrophy and Trills and see nothing has changed. And of course, they didn't answer for my email about evidences they or system had added me welcome bonus deposit spins)

  • Hello kilabee,

    Any progress with your complaint? Have they reached out to you? 

  • KingNemo wrote

    Hello kilabee,

    Any progress with your complaint? Have they reached out to you? 

    Hello, Kingnemo!

    No, there is no reaction from them as for now.

  • @kilabee, could you please send me the same screenshots you sent to Moderator Berks via PM so I can escalate the issue myself. Thanks!

  • Hello kilabee,

    We have reviewed the entire conversation, and we must say that we are sorry that you are facing such a problem and we understand that you are frustrated that you cannot get what you want, but unfortunately the casino's answer is final and they cannot change the decision because they have declared in T&C. We tried to influence them to look again and see if something can be done, but unfortunately the decision is final.

  • Berks wrote

    Hello kilabee,

    We have reviewed the entire conversation, and we must say that we are sorry that you are facing such a problem and we understand that you are frustrated that you cannot get what you want, but unfortunately the casino's answer is final and they cannot change the decision because they have declared in T&C. We tried to influence them to look again and see if something can be done, but unfortunately the decision is final.

    Thank you very much for your work!
    obviously, this situation should be as example for other players who want to deal with bellona nv to show actual attitude to their own rules and to customers.
    I really wasn't in need with those spins despite I had to have them as part of bonus, but the manner of answers ow their support is also disgusting.

  • Dear Kilabee,

    We did everything that is in our power to help you, but unfortunately their decision is final. Really hope that you won't be facing the issues like this one. Appreciate your kindness and the way you are trying to help our members exporting your own experience. Best of luck in further entertainment.

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