Mr Play — player complaint #63333, 2020-08-18: bonus terms

Dear, I filed a complaint against Mr. Play directly on the MGA website and after a few weeks I was asked to forward it to you. Initially I sent it directly by email ([email protected]), and was asked to send it on the website itself. I would then like to file a complaint here against the Mr Play bookmaker. Seduced by the welcome offer for new customers (100% first deposit bonus up to € 100 - DOC. 01), on 06.06.2020 I opened an account at the bookmaker Mr. Play, receiving a confirmation email with the offer (DOC. 02), making a deposit of € 100. When making the € 100 deposit, my balance in the upper corner of the Mr. Play website page showed the value of € 200, which obviously was supposed to be € 100 of the deposit € 100 of the bonus. I then started to play. It happens that 2 days later when consulting my bank statement I noticed something strange, two debts on the same date on 06.06.2020 in the amount of € 102.50 each. I researched further and found that it was the company Mr. Play. I then went to the website and found that the company made not one, but two debits of € 100 in my bank account at exactly the same time (In fact, it was two of € 102.50 because they charged the fee and without notifying me) ( DOC. 03). It was not enough, I also identified that the 100% deposit bonus was not even granted (DOC. 4). Given the situation, I tried to contact the company and the disrespect towards the client was progressing for the worse. The chat was inoperative, where there were several attempts by me, without success, and then I started to send e-mail. There were several emails, without the company returning (DOC. 5). I tried to contact Mr. Play via Messenger (Facebook), and they informed me that they couldnt help me there. After reporting the facts and my insistence, they promised to forward the complaint to the responsible sector (DOC. 6). After 10 days, exactly on June 18, 2020, Mr. Play finally answered me, however, but only about double debts, nothing said about the non-concession of the bonus (DOC. 7). A new e-mail was sent, and after 02 days, they revoltedly confessed that the bonus was not really granted to me, and did not present any justification for that (DOC. 8) The facts and documents speak for themselves, and it only makes me believe that the welcome offer bonus was a lure to entice the customer to open an account at the bookmaker, make a first deposit, be debited two times in your bank account, in the end not even receiving the promised bonus. Everything that was informed here is duly confirmed with the documents that will be sent as an attachment by email. Thank you for receiving and reviewing my complaint. Kind regards,