The player from Germany deposited 38 Euros into the casino and received a 100% bonus. However, he can't play as the slots won't open. He waited for customer service for five hours, but they never came. Despite sending multiple emails, he received no response. The issue has been resolved successfully.
BacanaPlay Casino DE - Player is experiencing difficulties with accessing the games.
Amount: €39
BacanaPlay Casino DE
Safety Index:HighSafety 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.
8.5
BacanaPlay Casino DE has a Safety Index of 8.5, which makes it a safe casino suitable for most players. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
Public
Public
1 year ago
Translation
I registered at the casino and made a deposit of 38 euros plus 2 euros, I got a 100% bonus. The problem is that I can't play, the slots can't be opened. On November 1st, 2023 I waited 5 hours for customer service but it didn't come, they always said it would come in 2 minutes, then in 5 minutes, then in 3 Minutes. Even after several emails from me, nothing was done. So today I asked for my account to be deleted and for my money to be refunded to my Paysafe account p******@gmail.com. .I paid in with my Paysafe account p******@gmail.com I can't download the documents, that's not possible for you right now,
Edited by a Casino Guru admin
Automatic translation:
Public
Public
1 year ago
Dear Peter14,
Thank you very much for submitting this complaint. I'm sorry to hear about your issue. Please allow me to ask you a few questions to make sure I understand your situation completely.
Could you please specify if you see any error message when you try launching the slot games?
How long have you been experiencing this technical problem?
Have you tried contacting customer support via email support@bacanaplay.de? Please bear in mind that the live chat in BacanaPlay Casino is not available 24/7. According to the information on the casino website, the live chat operates from 6:00 to 0:00.
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
Public
Public
1 year ago
Translation
I logged in and used the slots, but there was no response from the slots, and there was no error message. I have currently returned the 100% bonus, and I was told three days ago that the department has the documents for them Paysafe payout only takes minutes, but so far no information about it. The chat doesn't work properly either, it shows 3 minutes, but for me it was hours. They also have an agent directly. The last email said that The finance department is working on it, that was on November 4th, 2023. After making the deposit, I couldn't use the slots, only the 25 free spins, which didn't work anymore.
Automatic translation:
Public
Public
1 year ago
Translation
So far I haven't received any money back, since I didn't have an account to play and no one helped me, I returned the bonus and asked for my 38 euros back. After 5 email inquiries, I always got the same text from the department is working, and the matter is there, and the department knows about it. If you write to the chat, someone will be there in 3 minutes, but there is never anyone in the chat. There is no contact person there, not even during the day. A payout to my Paysafe account p.*****@gmail.com can't take 4-5 days, is the casino having financial problems? I mean, 38 euros isn't the world
Edited by a Casino Guru admin
Automatic translation:
Public
Public
1 year ago
Translation
Even today on the 7th day, no response from the casino operator and no money received, an email is no longer replied to. I have read similar complaints from them in other complaints about the casino that are very similar to my complaint. The money is mine Money that I deposited. I gave back the 1.05 euros that I won from 25 free spins, as well as the 100% bonus. Since I couldn't play on the second day and there was no contact person in the chat (there never is one, by the way ) There is an email address, but it is only used sometimes.
Hamburg November 7th, 2023 11:17 a.m
Automatic translation:
Public
Public
1 year ago
Do I understand correctly that you canceled your bonus and requested all your deposited money to be returned back to your bank account? Have you played with your deposit at all?
How did you get the 25 free spins? When did you activate this bonus? Did you receive the spins before you made a deposit?
Public
Public
1 year ago
Translation
No, I couldn't, the slots didn't work, I couldn't play them. What I could play were the 25 free ones that were running, which resulted in an amount of 1.05 euros, then I wanted to play the slots, but they weren't running, then I asked customer service, there was no one there except the bot. Then I wrote an email which wasn't answered the next day either, when I couldn't play I got the 100 percent bonus and the profit from the Free spins were given back and no money 38.00 that I deposited was asked for back. Now I had to prove myself with ID and proof of address. I deposited and then got the bonus and the free spins. Since the slots didn't work, I played the free spins They were running, but after that, as I said, the slots still weren't running
Automatic translation:
Public
Public
1 year ago
Thank you very much, Peter14, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
Public
Public
1 year ago
Translation
The money was paid out today. thank you very much
Automatic translation:
Public
Public
1 year ago
Dear Peter14,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Peter
