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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.

Read our Billion Casino Review.

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.

Read the casino review

3 Responses

User icon
thepogg
September 22, 2021

Hi wackytee - welcome to ThePOGG.com!

Have you previously claimed welcome bonuses at other operators on this license?

Have you played down your deposit?

Thanks,

ThePOGG

User icon
wackytee
September 23, 2021

Hi not on any of their other sites no. Yes I used the full deposit

User icon
thepogg
September 23, 2021

Hi wackytee,

In that case there is nothing we can do to assist you. If you had won via this play you would not at this stage be asking to return the winnings. Any losses you have experienced are non-contestable. If you wanted to raise a problem withdrawing funds you would need to have done so before playing them away.

Sorry we cannot be of further help.

ThePOGG

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Agreement

wackytee consented for ThePOGG to act on their behalf and share the personal information that they provide to ThePOGG with the following agencies for the purposes of resolving their complaint:

  • Billion
  • United Kingdom Gambling Commission
  • Malta Gaming Authority
  • Aspire Global International Ltd

September 22, 2021

United Kingdom country flag

The United Kingdom of Great Britain and Northern Ireland sits to the north-west of mainland Europe. The United Kingdom shares a border with The Republic of Ireland and has coasts on the Atlantic Ocean, Celtic Sea, North Sea, Irish Sea and English Channel. The population of the UK is approaching the 67.6 million mark leading to a fairly densely populated land mass. The gambling sector in the United Kingdom is entirely regulated and licensed by the UKGC – the United Kingdom Gambling Commission. Should players resident In the UK wish to gamble with foreign based operators there is no history of this being treated as a criminal offence, but high levels of protection exist for UK residents playing with UK licensed operators.