Billion Casino - Bonus not received

Ruling

Declined - This player has already played down their balance. We cannot assist you if you contact us after you have played and lost your funds.

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Player's Complaint

I set up an account and on sign up there was a box to tick to recieve bonus and offers. I put a £10 deposit on to qualify for the welcome bonus. I did not recieve the bonus. I contacted their live chat and explained. I was informed that I did not click on the bonus offer. I disagreed as I definitely know did. The person then messaged to say they had added my bonus and free spins. Then another message stating that free spins are also added for so many days later and more offers if I deposited more. I thanked them for their assistance. I was told to refresh the page and my bonus will be there. I then recieved another message as I was leaving chat from the same person telling me that I cannot have the bonus added. I checked to see if the bonus was there and it wasn't. I went back on chat and asked for my account to be closed as I did not find this fair. The same person asked me why I wanted to close my account so I explained what had happened. I asked them how I can put a complaint in to them to resolve this and the same person said I have no complaint to make. I said I disagreed and that I would like to knowhoe to make a complaint asking them for advise. Then they messaged me asking if I would like to exclude myself from any if their companies/sites with different timescales. I said I do not want to do that I just want to know how to make a complaint as I was told one thing and then another. They ended the chat. I went on chat again and asked again how to make a complaint. I got someone different this time. They said I can raise it with them. I asked how I do this myself as I had already had my chat ended fir asking this. I was told I cannot make a complaint myself then it was cut off again. This happened a few times. I then googled how to make a complaint and from this I went back in chat and asked for the complaints procedure. I finally was given some links. Upon clicking on the links I was just transferred back to the casino website. I have tried to resolve this with them but they cut me off. I would like to make a complaint as I enjoy playing online casino sites and seeing the welcome offer I wanted to try this site out. The bonus was what appealed me to register with them to give me a greater chance to try the site before depositing more money. I feel like I have been treated unfairly and appalled at the way they act on the live chat.

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