5Gringos Casino - Player's game got stuck during bonus rounds.

On the 7th of this month of January, I was playing on 5gringos after making a deposit of R$ 50.00. I was betting R$ 2.00 per round on the Wild Luck Clover game. Suddenly, the game awarded me a FREE SPINS bonus with 7 rounds. However, when I tried to play these rounds, the game got stuck on the screen. I tried to spin and kept getting a message to contact support. So, I contacted their chat support and was told that they would forward my complaint to the appropriate department. However, I'm still waiting for their response to this date. Each day, I try to play the rounds but the game remains stuck.

Dear Cassiloko08,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Do I understand correctly that you are not able to continue playing this game at all? Can you play any other game? Has this issue somehow influenced your real money balance?

Thank you very much in advance for your reply.

Best regards,

Kristina

Goodnight.

Yes, other games I can play there, but as I won the FREE SPINS game bonus 7 rounds of Wild Luck Clover I could have increased my balance, as I was betting 2.00 reais per round and in the bonus round usually the winning multipliers are That's the biggest problem, the game doesn't execute this bonus, it stands there asking support for help, I go into the casino's chat and they just fool me with a conversation that they sent the request to the responsible department, but it's been more than a week since I've been in the game and it's the same, in relation to the balance I had, it didn't change, I went to other games, but in the others I lost my entire balance. You said there about real balance, but all the time I was only using real balance, the bonus I say is the one that when you are in the game and you win free drawer spins worth according to normal bets.

Thank you very much for your reply, Cassiloko08. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Dear Cassiloko08,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.