Bobby Casino - Бонус игрока никто не отменял.

yesterday I deposited for the first time and played with the 250% welcome bonus leaving only 2 cents in the bonus balance, today I discover, after a new deposit WITHOUT bonus codes that the welcome bonus and its rollover remain active on all the others any subsequent deposits until one completes them. Which means that I have already lost my € 50 at the start as I have 6000 € of rollover to finish despite having run out of all the money in the bonus balance last night.

The chat operator said that the rule (not written in the T&C) is this and that I will surely be lucky, but she has not been able to give me any real help.

Dear Lulckyplayer,

Thank you very much for submitting your complaint. I fully understand how difficult the whole situation must be for you. I have also looked up for casino terms and did not find any reference to why did your bonus remain active. Did you make more deposits or only that 2? Is the bonus still active on your account? Could you please forward any relevant conversation with the casino to nikolas.b@casino.guru. Thank you in advance.

Best regards,

Nick

Hello nikolas and thanks for your answers, no I’ve not made any other deposit... yesterday I managed to win 300€ on the casino and I tried to withdraw, now I’m waiting for the withdraw, maybe they are in good faith and will send me my money.. anyway I’m sending on your mail the screenshot of my personal account and transaction

Dear Luckyplayer,

Congratulations on your winnings. Please let us know if there will be any update regarding your withdawal process. Thank you in advance.

Best regards,

Nick

ok, anyway this morning I’ll send to your mail all the documents I manage to download and also screenshot

Thank you Luckyplayer for providing all the necessary information. Is this complaint still relevant as now you have winnings from the bonus? Any update regarding your withdrawal?

Hello, i'm waiting for the withdraw but for now they still have my winnings and none keep in touch with me unfortunatly

I will now extend the timer by 7 days. Let us know if there will be any update regarding your withdrawal.

Dear Luckyplayer,

Is there any update regarding your case? Please note, if you will fail to response to us within 7 days, your complaint will be rejected.

Best regards,

Nick

Hello, tried to contact them more times to ask for my withdraw and no one has answered, I can suppose to have lost my money unfortunatly...

Dear Luckyplayer,

Do I understand it correctly that you have lost in casino games all your balance?

Yes correctly, because I’ve not completed a rollover that doesn’t expire with your deposit but is persistent and you have to complete it...

Dear Luckyplayer,

In case you have lost your balance we can't really help you anymore to withdraw them. Is there anything else we can help you with? If not, we will be forced to reject your complaint.

Best regards,

Nick

No wait, with lost I mean that they scammed me, i haven't played since the withdrawal... the withdrawal is still pending... I haven't played.. sorry i'm from italy and english it's not my language..

Dear Luckyplayer,

Thank you for making your case clear. I'll now forward this case to my colleague Jozef, who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Best regards,

Nick

Thanks very much Nikolas and have a nice day.

Hello Luckyplayer.

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

Thanks, I also appreciate your service for the players, I wish you a good day hoping that withdraw can be successful

Since we haven’t received any response from the casino regarding the issue, we are forced to close the complaint as ‘unresolved’.

The casino can reopen this complaint anytime.

Dear LuckyPlayer.

I am very sorry but since the casino team is unresponsive, we’re not able to proceed with further investigation. Please, be aware that this complaint will affect their reputation on our website which is already very bad.

For the future, I recommend you to choose the casinos with at least a very good reputation on our website (the resolution in case of any problem would be much easier).

Best regards, Jozef

Casino.Guru

jozef.k@casino.guru

We’ve reopened this complaint as per the casino's request. We would like to give this case one more chance to get resolved and help both involved parties to reach to a satisfactory conclusion.

I'm really really curious about the reason why the bonus is sticky for every deposit made after the first deposit with bonus

Hi,

This is to basically educate the player through your review site that at the time of signing up with our site, the player had opted to get the bonus offers. It's because of this reason, the player is being asked to take a bonus on every deposit.

However, this is optional. It's totally up to the player whether they want to take the bonus or not at the time of making a deposit. We see that the player had made 2 deposits in total so far with our site and on the most recent deposit for $51, no bonus was claimed. So, it's pretty obvious that the choice to take bonus is in the hands of the player and not we as a casino.

Therefore, we request this casino review site to mark this as resolved.

Thanks,

Bobby Casino Support

so if I do first deposit using bonus I’m obligate to terminate rollover also in the next deposit with no bonus? I’ve been playing in a lot of casino but this is a first time that I hear something ridiculous like that 😀

Bobbycasino phoned me now, they send me the refund of my money, they are under new management that want to solve all the problem and work fair with their clients.

So i want to close the issues with the casino.

Once again I thank the casinoguru staff for the kind and free service they offer to all of us players.

Hello there.

Dear Bobby Casino team.

Thank you very much for your cooperation in this case.

Dear Luckyplayer.

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system.

Best regards, Jozef

Casino.Guru

jozef.k@casino.guru