1Red Casino - Player's bonus claims are being denied.

I’ve deposited 30€ with code MEGARED. With this code I should get 120% and 150FS automatically after deposit. Unfortunately I’ve got % bonus after writing on live chat. But not about this. Lady on live chat told me that I will get free spins 24 hours after % bonus activation. After this time I didn’t get Free spins so I’ve wrote on live chat again. Agent Kyle said that I’m not able to get free spins because I’ve cancelled % bonus. I’ve read terms & conditions and there is nothing about not being able to get free spins after cancellation of % bonus. I’ve asked him couple times to proof me that I’m not able to get free spins and he keep sending me the same thing every time. It was "In case of cancellation of bonus and not fulfill the wagering requirements all bonus funds, as well as winnings associated with bonus funds, will be void.". As I can see there is nothing about not being able to get free spins bonus after cancellation of % bonus.

Dear Wherrack02,

Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you’ve encountered with your bonus and free spins at the casino.

To help us clarify the situation further, I’d like to ask a few questions:

• Can you confirm the exact time and date when you cancelled the % bonus?
• Did the live chat agent provide any further explanation regarding the cancellation of the free spins?
• Were there any specific conditions mentioned when you first received the bonus offer, particularly about how cancelling the % bonus might affect the free spins?

While we understand your frustration, it's important to note that if the free spins were part of the same bonus package as the % bonus, cancelling the bonus may have affected the availability of the free spins as well. However, we want to make sure all aspects of the terms are properly addressed.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

1.I’ve cancelled this bonus 19.09 about 1:20 am

2.He didn’t

3.No

Hi Wherrack02,

I wasn't able to locate the specific bonus that would be activated by using the MEGARED code, but I did find similar promotions that offer a percentage bonus along with Free Spins.

It's important to note that when you choose to cancel a bonus, you are canceling the entire offer, not just a portion of it. If Free Spins were part of the promotion and you decided to cancel, it's expected that the Free Spins would not be granted as part of the cancellation.

I hope this explanation helps clarify the situation. If you have any further questions or if there’s anything else we can assist you with, please don't hesitate to reach out.

Thank you for your understanding.

Dear Wherrack02,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.