Krav om forfremmelse og overførsler, der ikke krediteres til ECUABET

Ubegrænsede spins-kampagnen krediteres ikke, og betingelserne oplyses efter indbetaling

Hej.

Jeg modtog en kampagne, der sagde, at en indbetaling på $5 eller mere ville give mig 1 minuts ubegrænsede spins på Caramelo Sortudo-spilleautomaten. Baseret på denne kampagne foretog jeg en indbetaling på $20 den 21. juni 2026.

Efter jeg havde foretaget indbetalingen, modtog jeg den tilhørende reklamebesked, men dagen efter blev fordelen aldrig krediteret, og der dukkede heller ingen mulighed op for at gøre krav på den i spilleautomaten.

Jeg prøvede at kontakte support via chat, og der gik mere end 48 timer uden at jeg fik et klart svar.

Ecuabet informerede mig senere om, at kampagnen var begrænset til maksimalt 1.000 udvalgte brugere, og at der gjaldt yderligere betingelser. Min klage er, at disse betingelser ikke var klart og tydeligt angivet i den reklamebesked, jeg modtog, før jeg foretog indbetalingen.

Jeg påstår ikke en specifik fortjeneste. Min påstand er, at jeg foretog indbetalingen i tillid til en kampagne, der sagde, at jeg ville modtage fordelen, og derefter blev jeg informeret om yderligere begrænsninger, der ikke var tydeligt beskrevet i det tilbud, jeg modtog.

Jeg anmoder om, at sagen gennemgås, og at Ecuabet forklarer, hvorfor kampagnen ikke blev krediteret min konto, og hvad de præcise betingelser var på tidspunktet for min indbetaling.

Tak.

I understand your concerns, and I agree that all important information about a promotion should be clearly visible before a player decides to make a deposit. If a promotion is sent by email, it should include all relevant terms and conditions, such as eligibility requirements, wagering requirements, participant limits, and any other restrictions.

From a player's perspective, it's certainly not user-friendly to make a deposit based on a promotional offer and only afterwards be informed that the promotion was limited to a certain number of players or that additional conditions applied.

That said, casinos are generally free to decide which players receive promotional offers and bonuses. Because of that, we unfortunately can't pressure a casino through our complaint process to award or reconsider a bonus if they decide not to provide it.

While I understand why you feel this was unfair, this type of issue isn't something our complaint team would normally be able to resolve. However, your feedback is still valuable, as casinos should communicate promotional terms clearly and avoid sending offers that may mislead players about their eligibility.

I hope this helps clarify our position.

Tak for dit svar, Jaro.

Jeg forstår, at et casino ikke kan tvinges til at give en bonus eller genoverveje en kampagne. Min primære klage handler dog ikke om at modtage bonussen, men om manglen på gennemsigtighed i den reklame, som Ecuabet sender.

Min bekymring er, at Ecuabet sender kampagner ud uden tydeligt og synligt at vise alle relevante vilkår og betingelser. En spiller modtager et attraktivt tilbud og opdager først senere vigtige begrænsninger, der ikke var korrekt fremhævet fra starten.

Jeg mener, at denne praksis kan vildlede brugerne, da vigtige oplysninger bør fremgå tydeligt af reklamemailen og ikke skjules eller videregives senere.

Jeg anmoder derfor om, at denne observation registreres i casinoets offentlige evaluering, som angiver, at Ecuabet har mangler i den klare og gennemsigtige kommunikation af sine kampagnevilkår. Min hensigt er, at andre spillere informeres og kan træffe beslutninger med fuldt kendskab til de gældende betingelser.

Tak for din tid.

I understand everything you've said, and I agree that, as a player, you should be able to see all of the important terms and conditions of a promotion before deciding whether to participate.

The difficulty is that we generally wouldn't reflect something like this in the casino's review or rating based on a single reported incident. If it turned out to be a recurring issue affecting multiple players, then it would certainly be something worth looking into more closely.

For the future, regardless of which casino you play at, I'd recommend contacting the live chat before claiming a bonus if anything is unclear. You can ask whether the promotion includes all applicable terms and conditions or whether there are any additional restrictions. If the support agent confirms that the email or promotional message contains everything you need to know, it's a good idea to save a screenshot of that conversation. Should a similar situation arise again, that could serve as useful evidence if the casino later tries to apply conditions that weren't previously disclosed.

As for your current case, I don't think we can pressure the casino to change its decision. However, your forum post can still serve as a useful warning for other players. It's also possible that this was an isolated mistake on the casino's part and that they'll improve how they communicate promotional terms in the future.

I do agree that if a promotion is limited to a certain number of players or has other significant restrictions, those conditions should be clearly stated where players can easily see them before making a deposit or claiming the offer.🙂