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My complaint is because I spoke with support as it was my birthday, and they are supposed to give birthday bonuses. They told me they would give me a bonus, and my birthday was on October 14th. Two days have passed, and I still haven't received the bonus. I'm not sure what's going on with the bonus department or the platform because I have a friend who had his birthday at the beginning of the month, and when he opened his account, he had a $30,000 betting bonus. I find this unfair because I'm a user who always deposits and plays, whereas he plays once a month. I don't know if it's discrimination or something. This is my complaint.

La queja mía es porque hablé con el soporte porque estuve de cumpleaños y se supone que dan bonos de cumpleaños la cual me dijeron que me iban a dar un bono y estuve de cumpleaños el 14 de octubre ya han pasado dos días y aún no me dan el bono no sé qué sucede con el departamento de bonos o la plataforma porque tengo un amigo que estuve de cumpleaños a principio de mes y abrió su cuenta y tenía un Bono de $30,000 en apuestas el cual encuentro injusto porque yo soy un usuario que siempre deposito y juego en cambio él juega una vez al mes no sé qué será discriminación o algo esa es mi queja

Dear cristobalbenavides17,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. A bonus is essentially a gift from the casino, and it's up to the casino to determine if you qualify for it and what rules apply. It is important to note that casinos are not obligated to offer any benefits to their players and may exclude individuals from their loyalty program without prior notification. While we understand the importance of keeping customers informed about any changes that may impact their player experience, we do not intervene in these matters and allow casinos to make their own decisions regarding who receives loyalty rewards and who does not. I apologize for not being able to provide more assistance in resolving this case.

Please let me know if there is anything else I can assist you with, or if this complaint may be closed.

Thank you for your understanding.

Best regards,

Nick

Dear cristobalbenavides17,

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, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.