Smokace Casino - Dem Spieler wurde der versprochene Bonus verweigert.

Hello I received an email from this casino for a 150 percent bonus. The email didn't say anything about checking availability in live chat, just contacting him for credit. Then they tell me no, I wouldn't have paid if I'd known. Mfg Daniel N*****

Hallo habe von diesem Casino eine E mail erhalten für einen 150 Prozent Bonus. In der E mail war nichts davon gestanden das ich die Verfügbarkeit prüfen muss im live chat, sondern nur das ich in kontaktieren muss zum gutschreiben. Dann sagen die mir nein geht nicht, hatte nicht eingezahlt wenn ich das gewusst hätte. Mfg Daniel N*****

Hello Niedi86,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Smokeace Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and if yes, since when exactly? How much exactly did you deposit? Can you please forward the link or the screenshot of the terms of the bonus you wanted to claim?

Please understand that if you get a promotional e-mail from the casino it does not automatically means that you are eligible to claim it as they are mostly sent out to every player or a part of group.

Looking forward to your answer.

Regards,

Nick

Hello Account is not yet verified. But had often taken advantage of bonuses before. 100 euros deposited.

Hallo Konto ist noch nicht verifiziert. Hatte aber des öfteren vorher schon Boni in Anspruch genommen. 100 Euro eingezahlt. 

But at Ice Bet and Winlegends the e-mail always said that you should ask about availability in the chat before making a deposit. These two casinos are partner casinos of Smokeace.

Aber bei Ice Bet und Winlegends war immer in der E mail gestanden das man vor der Einzahlung die Verfügbarkeit im Chat erfragen soll. Diese beiden casinos sind Partner Casinos von Smokeace.

Hello Niedi86,

Did you ask the chat for bonus availability?

No not before the deposit as there was no indication of it. It was in the e-mail only that you should contact them to have the bonus credited to you after the deposit. As I said, I knew that I wouldn't get it, I hadn't paid in at all. I don't understand this casino group any more. I haven't been granted any bonuses in the partner casinos for a year, although I deposit several times a week.

Nein nicht vor der Einzahlung da es kein Hinweis darauf gab. Es stand in der e mail nur man soll Kontakt aufnehmen um den Bonus gutschreiben zu lassen nach der Einzahlung. Wie gesagt hatte ich gewusst das ich in nicht bekomme hatte ich garnicht eingezahlt. Ich verstehe diese casinogruppe eh nicht mehr. Seit einem Jahr wird mir in den Partnercasinos kein Boni mehr gewährt obwohl ich mehrmals wöchentlich einzahle.

Hello Niedi86,

Do you have the live chat saved somewhere so you can forward it to us to show what exactly did the casino say? If yes, please forward it to nikolas.b@casino.guru or upload it in your next post.

No, unfortunately not, it was only said that the bonus is not available for my account. Mfg Daniel N*****

Nein leider nicht, es wurde nur gesagt das der Bonus für mein Konto nicht verfügbar ist. Mfg Daniel N*****

Hello Niedi86,

Is the deposit still available on your casino account or you played with it?

If they gambled away, they wanted them to pay it back straight away, but then they had to wager it at least 3 times.

Habe sie verspielt, wollte das sie es direkt wieder auszahlen, aber dann hieß es mindestens 3x umsetzten.

Hello Niedi86,

If you have already played away the deposit which was supposed to get the bonus, there is unfortunately nothing we can do. Please keep in mind that in such cases, you can never touch the balance until the matter is resolved and you have to contact the casino right away before playing with it.

Is there anything else we could assist you with?

Okay

The complaint will be now closed for the above explained reason and as the player used the deposited amount which was meant to receive the bonus.