iBet.com Casino - 플레이어의 보너스 스핀이 거부되었습니다.

ibet is refusing to credit me the 10*1€ free spins they offered for a 40€ deposit. They claim that the offer had "expired". However, it cannot by definition be expired since they were still offering it to me.

Note that I did not find the offer on some static promotions page where one would expect to also find e.g. information about future promotions or promotions available only on certain days of week. This was on a page whose title translates to "Pending rewards" which is dynamically constructed for each signed in user, displaying the offers which that user can at that moment activate. Once the user has activated an offer from there, the offer is moved to a separate Active rewards tab. So the page is supposed to always display only offers that are currently available for the user. Once I activated the offer and was directed to deposit, the deposit page also showed the offer in question as selected for activation with the deposit.

After I noticed I didn’t get the spins, I complained to live support, who said the offer was expired and would not add the spins manually. After I explained that it is their mistake, the live support eventually escalated the issue to the "relevant team", who later responded in the same tone:

Thank you for your patience in waiting for our email. We reviewed your account, and your inquiry regarding one of our recent promotional offers.

We apologize for any confusion you may have experienced. The 10 Super Spins have ended, and unfortunately we can no longer [= don’t want to] add this into your gaming account. Our relevant teams are aware of the visual error, and we are coordinating with them to make sure to fix the issue.

We highly appreciate your kind understanding on this matter.

Please let us know if you have other questions, rest assured that we will get back to you as soon as possible.

As can be seen, they admit that they have incorrectly shown the offer, but are not interested in fixing their mistake. This seems to be the standard operating policy of ibet. For example, some previous cases for context where they refused to fix things:

• They had a cashback on losses on a different slot every week. One week, a front page banner about the offer linked to a wrong game -> no cashback paid
• They updated a free bet offer’s T&C, changing qualifying bet minimum odds from 1.5 to 2.0, but the information was in two places and they only changed one of them -> no free bet credited

Also note that this is not a case where a casino has accidentally published an incorrect promotion that could be exploited and would thus be entitled to cancel it. This promotion was as intended and they would have been happy to give me the spins on the day before.

I want ibet to fix their mess and credit me with the free spins or 10€ in money.

Hello theTJK,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with iBet.com 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?
• Did you claim any bonuses in the past?
• When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hi,

My account has been verified for over three years and I have played several bonuses in the past. Last time I talked with the casino was the live support conversation about this bonus where they told me that the bonus is expired and finally forwarded the case to the relevant team, around noon of 2025-03-15. Then I got the response from the relevant team that is pasted in my previous message in the evening of the same day. I haven’t responded to that since it would be useless and I have nothing further to add. They are aware that I’ll open a complaint here if I don’t get the spins

Dear theTJK,

I hope you are doing well.

Could you please confirm whether you still have the €40 you deposited to receive the bonus, or if it has already been used?

Unfortunately, such situations are fairly common, and players are generally advised not to use the deposited balance in these cases. The most common resolution is either a refund of the deposit without any restrictions or the addition of an alternative bonus. However, this is typically only possible if the deposit remains untouched.

Looking forward to your response.

Best regards,

Nick

Hi, I have already wagered the deposit once and withdrawn the about 35€ that remained. I dont see why that would be a problem. The deposit is not really tied to the free spins in any way under normal circumstances and can even be withdrawn before playing the spins. And in any case, I contacted live support before touching the deposit, so I tried to sort out the situation but was told that they don’t care.

In this case, what has basically happened is that the casino lured me into depositing under false promises, and the deposit then had to be wagered in their games before withdrawal.

Dear theTJK,

We have noticed that multiple players have experienced the same issue, and the casino has stated that they are working of fixing it it. It appears that expired bonuses were still being displayed as available.

Unfortunately, we are unable to take any further action in this case, as the bonus was indeed tied to your deposit—which you have already used and successfully withdrawn.

Should you ever encounter a similar situation in the future, please refrain from using the deposited funds and contact either the casino or us immediately.

For now, I would recommend avoiding claiming bonuses at this particular casino. If you still wish to claim bonuses, you may consider trying a different casino instead.

Please let us know if there is anything else we can assist you with.

Best regards,

Nick

As I stated in my previous message, the bonus is indeed NOT tied to my deposit. It is possible to withdraw the deposit without losing the spins, so I haven’t done anything that would invalidate the spins even if they had been credited. Casino fixing the issue probably means just stopping to show the bonus, not crediting the spins

Dear theTJK,

The bonus is tied to the deposit as you had to deposit in order to receive the bonus.

Unfortunately, we will be now forced to close the complaint for the above explained reason.

Please be sure to contact us as soon as possible if a similar situation would ever occur again and be sure not to use the deposited money.

Best regards,

Nick