CLOSED: [due to the casino’s unresponsiveness]: Bookmaker Casino - Promotions emails

My username is ***

I have officially hit a dead end with Bookmaker management. I’ve been completely ignored by customer service across every channel — email, chat, all of it. Over the last three months I have deposited over $200,000, and more than $45,000 just in the last week, yet the treatment I’m receiving is unacceptable.

You continue to avoid adding my deposit fees, even though every customer is supposed to receive 4% on deposits. On top of that, you repeatedly refuse to apply the bonuses tied to the promotional emails you send me. I make deposits based on those promotions, only for you to deny them afterward.

I’ve asked — five separate times over two months — to be opted out of promotional emails if you’re not going to honor them. Every time, I’m told it will be done. Yet the emails continue, and nothing gets honored.

I’m at my wit’s end. At this point, I feel that discrimination is involved. I was inexplicably tied to another player in my apartment building despite verifying my ID and having absolutely zero affiliation with him. This is beyond offensive and completely unjustified.

I’m sick of the treatment, sick of being ignored, and sick of the blatant lack of professionalism. John has ignored every email, and I want answers. I want this resolved immediately.

Hello broadways206,

Please note that promotional emails sent by casinos are usually automated system-wide campaigns that go out to all registered players, they are generally not individually personalized. Because of this, it is always recommended to confirm with live support before making any deposit tied to a promotion, just to ensure that your account is eligible and to avoid misunderstandings like this in the future.

Regarding the emails, there should be an unsubscribe option in your email. Once you click it, you should stop receiving promotional emails altogether.

At this stage, this does not appear to be a specific or clearly defined issue we can resolve directly, but we absolutely understand your frustration. If you would like, we can reach out to the casino representative and request an official explanation regarding your account and the concerns you’ve raised. Just let us know and we’ll proceed.

Thank you.

I have unsubscribed. Additionally I was promised my fees would be covered which they have not honored. I would like to speak to John L as I have made over $150,000 in deposits the last 3 months and continue to get false advertisement and lies. I have screenshots of the promotions, me asking to be unsubscribed over 5 times (their staff confirming I won't receive more emails), emails of their staff saying they will credit the fees for crypto deposits.

For a VIP player I continue to get cheated for no reason and mocked. They continue to insult me and try to call me other names. Called me a low life atm machine. John L is in charge and I want to speak to him. At this point the way they are treating me needs to be brought public as it is not acceptable. 

hello whats going on?

Dear broadways206,

Firstly, thank you for sharing your experience on the forum. We understand that this situation is very frustrating.

However, it’s not entirely clear what specific assistance you are requesting from us.

If you want to speak to a particular member of the casino staff (such as John L), you will need to contact the casino directly, as we cannot arrange this for you.

Feel free to provide screenshots of any conversations with the casino support where you feel you were mistreated or insulted. We can then forward these to the casino representative to bring this to their attention.

Thank you.

What is not clear? I want assitance on the above. I have spent $150,000 and I am getting blackblalled from any offer. When I ubsunscribe I still get the emails and promotions. I then make a deposit and they wont honor it. They also told me they would honor fees, they arent honoring them. For a VIP player I am getting insulted, lied to, and cheated.

I want my fees covered and assistance getting the advertised and promised promos honored.

Why do I have to continue to wait each day for one response that goes in no direction? 

I am reaching out as a VIP player who deposits over $50,000 per month and has deposited over $200,000 since September. Despite this level of play, I continue to face repeated issues that remain unresolved.

I keep receiving promotional emails and offers that Bookmaker then refuses to honor. I have unsubscribed multiple times, and your agents have repeatedly assured me I would no longer receive these emails—yet they continue, and when I inquire about them, I’m told they will not be honored. This is unacceptable.

Additionally, your team has previously stated—both in chat and by email—that my fees would be covered, yet when the time comes, they are not. Emails go unanswered, and the only part of the experience that seems to work consistently is accepting my deposits.

As a verified VIP account holder, I expect my account to be correctly configured to receive the appropriate bonuses, promotions, and fee coverage just as other players do. Instead, I am repeatedly called by other players’ names and given conflicting information despite my identity already being verified.

These ongoing issues need to be addressed immediately. I want my account fixed, my VIP benefits correctly applied, and a stop to the misleading promotions and unfulfilled commitments. If this continues, I will have no choice but to escalate and report the behavior.

I expect a prompt and thorough resolution.

Hi broadways206,

Please note that we cannot directly enforce the casino to honor promotions, bonuses, or cover fees. However, we will forward all the information you’ve shared here to the casino representative.

Once we receive a response from them, we will update you on any clarification or feedback they provide.

Thank you for your patience

any update? they cant make promises and then lie.

Hi broadways206,

There is no update yet. Don’t worry, we will continue sending follow-ups to the casino representative and will notify you as soon as we receive any response from their side.

Thank you for your patience.

Do you have a point of contact there? What alias do you reach out to? They are scammers.

Hi broadways206,

We still haven’t heard back from the casino representative regarding the clarification we requested about your account. We’ve just sent another reminder to follow up on this matter.

As soon as we receive any response from their side, we’ll update you here.

Thank you for your patience.

Following up here again.

I deposited and lost over $10,000 alone today and they did not honor anything 

Hi broadways206,

We understand your frustration. 

At this point, we are still waiting for an official response from the casino rep regarding your account. We will try once again to request clarification from them, in hopes of receiving some feedback this time.

Please note that any deposits made while this matter remains unresolved are done at your own discretion. Until we receive a clear explanation from them regarding your case, we’re unfortunately unable to confirm why certain offers are not being honored.

We appreciate your patience, and we’ll update you if we receive any further information.

Any update?

Hi broadways206,

Please see our response above.

Any update? Its been over a week....you guys never respond and I am a little annoyed.

Hi broadways206,

We have already provided you with our response. As for the casino representative’s reply, as previously explained, we are still waiting for it and cannot give you an answer that we ourselves have not yet received.

Its been over a week......can you nudge them or help here? I have been more than patient.

hello????????

Hello broadways206,

We are unable to provide you with a definitive answer until we receive one from the casino itself. At this moment, we are still waiting for an update from the casino regarding your case.

We completely understand your frustration—and to be honest, we share it. It is equally frustrating for us when certain casinos ignore our emails related to player complaints, remain unresponsive, or provide incomplete or vague answers, unnecessarily prolong the conversation, or refuse to support their claims with proper evidence.

It is also important to note that such casinos often fail to understand that this approach ultimately works against them. All complaints published on LCB are public, are not removed, and remain permanently visible. By choosing to ignore complaints or delay communication, casinos only damage their own reputation and credibility in the long term.

We will be sending them a reminder in the hope that this time we will finally receive a clear and complete response. Rest assured, we are actively following up and will inform you as soon as we have any new information.

Who are you reaching out to there? They have not responded to an email of mine in 3 weeks. Despite getting $15,000 a week in deposits which they gladly accept. JohnL@bookmaker.eu is the vip supervisor who has essentially cut off all comunication.

I dont see any negative feedback or anything posted publicly on your website about my issue. I am frustrated, I want my fees honored, I want my 20% bonuses honored. I am owed thousands right now and its been super frustrating.

Hello broadways206,

Let me be clear.

If you do not see any feedback publicly posted on our forum, it is simply because there is none.

All posts on our forum are fully public and transparent, and none of them are deleted or censored. Every user is free to share their experience and opinion openly, whether positive or negative.

We take transparency very seriously and believe that open discussion is essential for maintaining trust within our community.

You have made several judgmental statements about our team and the way we handle complaints, despite the fact that we have already worked on and resolved multiple complaints for you.

We kindly ask that you show respect and patience toward our complaint managers.

You approach us voluntarily in order to seek assistance with resolving your complaints, and our team invests time and effort to help you reach a resolution.

Therefore, we ask that you communicate in a respectful and constructive manner, in line with the purpose of this process.

Mutual respect is essential for effective cooperation and achieving positive outcomes.

Please also keep in mind that not all casinos are willing to cooperate when it comes to handling complaints through third-party platforms.

The majority of casinos are open to cooperation, and with them communication is efficient, constructive, and leads to quick and effective resolutions. However, there are also cases where certain casinos choose not to cooperate at all or simply do not respond to our emails despite repeated attempts to contact them.

In such situations, our ability to assist is limited by the lack of engagement from the casino itself, not by a lack of effort or transparency on our side.

Hi broadways206,

Please keep in mind that we have sent multiple follow-ups to the casino through different channels and have not received any response from them regarding your case.

We act as mediators between players and casinos, however, we cannot influence the casino’s actions if they choose not to cooperate on a complaint. Without any feedback from their side, our options are unfortunately limited.

Additionally, considering the nature of your complaint, the only advice we can offer at this stage is to try contacting the casino’s live chat again to clarify why certain promotions may not be available to you and to check which promotions, if any, you are currently eligible to claim.

In the meantime, we will attempt once more to obtain a response from the casino and will inform you if we receive any updates.

Thank you for your patience

They removed my live chat services and dont respond to emails. That is why I am so upset. My frustration is not with you (apologize if thats what you thought) it is with bookmaker. The fact its been weeks now and they have not responded to you is concerning and warrants a public warning until they do get back to you. Can you please do that? We need to uplevel this as its not right nor ethical.

Hey guys kindly following up yet again.

hello??????????

Dear broadways206,

We understand your frustration, and we want to be very clear about the current situation.

At this time, there is no new feedback from the casino. We have already reached out to them multiple times through different channels, and unfortunately, they have chosen not to respond. If we receive any reply from the casino, it will be posted publicly in this thread. 

Please note that we cannot force a casino to respond, nor can we escalate or issue public warnings solely based on a lack of response in an individual complaint.

We kindly ask you to refrain from posting repeated follow-ups back-to-back when no new information is available. Repeated posts do not speed up the process and do not change the situation.

Once again:

• The casino has not responded despite multiple follow-ups
• We have done everything possible from our side as mediators
• We are waiting solely on the casino’s response
• The thread will be updated immediately if anything changes

Until then, there is unfortunately nothing further we can do. 

However, considering all of the above, it is unlikely that this will happen, and unfortunately, in that case, we will have to close your case due to the casino’s unresponsiveness.

Thank you for your patience and understanding.

Them refusing to respond validates my complaint. What can we do to ensure they stop doing this to me and others? I think I have been very patient and its time to create a formal case.

???????????????

I got another email for a 100% bonus today. I made the deposit and they did not add or honor it. players need to be warned.

Hi broadways206,

Despite multiple follow-ups sent through different channels, the casino has not provided any response regarding your complaint. Unfortunately, we will be closing this complaint due to the casino’s unresponsiveness, which can negatively impact their brand image and trust standing over time.

Also, as previously mentioned multiple times, promotional emails and on-site bonus notifications are often sent as general marketing messages to a broad group of players and do not automatically guarantee eligibility. As standard practice, players are always advised to confirm with casino support whether they are eligible for a specific bonus before making a deposit.

Depositing funds before verifying bonus eligibility is a player’s own decision and responsibility, and this alone cannot be attributed to the casino.

As there is nothing further we can do without the casino’s participation, this thread will now be closed.

Thank you for your understanding.