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I received an offer for a cash bonus of 100% up to BGN 10 for a qualifying deposit. I deposited and played the deposit, but the bonus balance remained locked. They explained to me that I have to deposit a second time, as I have to play another BGN 1.4 in qualifying games. After checking the bonus rules, I found that nowhere is it stated that I cannot play Legend of Cleopatra Megaways with the deposit, but the casino claims that I do not have qualifying bets and I have to make a new deposit.

Получих оферта за кеш бонус на стойност 100% до 10 лв при квалифициращ депозит. Депозирах и разиграх депозита, но бонус баланса остана заключен. Обясниха ми че трябва да депозирам втори път, тъй като имам да разиграя още 1.4 лв на квалифициращ игри. След проверка на правилата на бонус, установих че никъде не е описано че не мога да играя Legend of Cleopatra Megaways с депозита, но от казиното твърдят че нямам квалифициращи залози и трябва да направя нов депозит.

Dear koko868686,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please advise what was the exact reason why a promotional offer couldn’t have been activated in your account? Have you tried to communicate this issue with the casino? If there’s any relevant communication, please forward it along with the exact bonus link to petronela.k@casino.guru.

Meanwhile, please understand, that we can’t penalize the casino for not giving you a bonus automatically.

Thank you in advance for your reply and I hope we will be able to help you as soon as possible.

Best regards,

Petronela

Dear koko868686,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.