The player from Ontario had received 32 free spins valued at 20 cents with a 30x wagering requirement, even though the Mystery Monday offer terms had stated the reward should be free spins valued at $1 with a 1x wager requirement. The player had used the free spins as the casino's customer support had shown no interest in resolving the issue. The complaints team couldn't have assisted further since the player had already used the bonus and the complaint was rejected.
888 Casino SE - Player received incorrect free spins value.
Amount: ??
888 Casino SE
Safety Index:Above averageSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
7.7
888 Casino SE has a Safety Index of 7.7, which makes it a casino with an above-average level of safety. Explore this casino’s Safety Index
Case closed
Our verdict
Other
REJECTED
Case summary
8 months ago
Public
Public
8 months ago
Mystery Monday offer terms and conditions states you recieve free spins valued at $1 with 1x wager requirement.
My reward was 32 free spins valued at 20 cents with 30x wager requirement.
Public
Public
8 months ago
Dear Bouttime,
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.
- Could you please post here a link or promo code to the bonus you were supposed to receive?
- Have you ever received this bonus?
- Did you already play with the free spins that were credited to you?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Kristina
Public
Public
8 months ago
https://www.888casino.ca/promotions/Mystery/
It was my first time redeeming the bonus.
Yes I used the free spins as their customer support had no interest in resolving the situation for me.
Public
Public
8 months ago
Thank you for your reply, Bouttime. I am sorry, but if you played with the bonus, there is nothing we can do. I understand your frustration about the incorrect bonus, but at this point, we cannot ask the casino to grant you another one just because. There may be many reasons why this could happen varying from a technical glitch to you simply not being eligible for that specific bonus. Nonetheless, since you used the bonus, we will not proceed with further investigation. I can only recommend that next time you contact us immediately before you play with the bonus so that we can thoroughly investigate what happened and try to fix the issue.
Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
