The player from Brazil won free spins but was unable to use them as the game was closed. Currently, she is also experiencing difficulties logging into her account. The player confirmed the issue was resolved.
BacanaPlay Casino - Player can't access his casino account.
Amount: 50 R$
BacanaPlay Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
Public
Public
1 year ago
Translation
I won free spins during a round, but I was unable to play because they closed the game. Now, I cannot log in. This is very frustrating.
I have a screenshot and the round id but I can't submit it.
Automatic translation:
Public
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1 year ago
Dear anamattar1967,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with BacanaPlay Casino.
Please allow me to ask you a few questions, so I can better understand the situation.
Do I understand correctly you were playing with a casino bonus in a game called ChilliPrizePots when you suddenly lost access to your casino account?
Could you please advise if you contacted casino support? What reply have you received?
You can submit screenshots directly in the complaint thread, alternatively, send me the information to tomas@casino.guru
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,
Tomas
Public
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1 year ago
Translation
Sorted out. I was able to log in and play normally. Thank you very much.
Automatic translation:
Public
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1 year ago
Dear anamattar1967,
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 issues with any online casino in the future. We are here to help.
Best regards,
Tomas
Casino.Guru
