The player from Germany was unable to access the free spins included in her welcome bonus despite multiple inquiries to the casino, which repeatedly provided unhelpful, generic responses. She expressed frustration and sought assistance to receive her free spins. The issue was resolved when she confirmed that the casino had credited her with the free spins in another game, allowing her to finally utilize the bonus.
Betsio Casino - Player cannot access welcome bonus free spins.
Amount: €100
Betsio Casino
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.
7.8
Betsio Casino has a Safety Index of 7.8, which makes it a casino with an above-average level of safety. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 weeks ago
Public
Public
3 weeks ago
Translation
Hello, I have contacted the casino several times now because I cannot play the free spins that are part of the welcome bonus (20 per day for 5 days). I have contacted the casino every day, but I always get the same clueless messages with copy paste and none of them can help me. They are unable to activate new free spins for me. I wouldn't care if they were no deposit free spins. But they are welcome bonus free spins. I have already received a lot of money from them. That is why I am asking you to help me. I have attached the last chat history. I have a video recording that shows that I cannot play the game. Unfortunately the file is too large
Automatic translation:
Public
Public
3 weeks ago
Dear glorystory,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Betsio Casino.
Please allow me to ask you a few questions, so I can better understand the situation.
- Could you please advise how long were you a player of the casino and when exactly was your account blocked?
- Could you please share relevant communication of the casino not willing to credit you any more free spins and could you please share the video evidence with me?
Send the information to my email at 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
Public
3 weeks ago
Translation
At the moment they say they want to credit me with the free spins in another game. But I haven't received them yet. My account is not blocked, it's just that the free spins you provided always have a bug that means I can't press the free spins as usual. I will send the video to the email address you provided and keep you updated. It's been dragging on for so long now that the first and second sets have expired. Thank you very much for your help
Automatic translation:
Public
Public
2 weeks ago
Thanks for your reply.
and email.
Has the casino credited the free spins in other games? Were you able to take advantage of the bonus in full?
Please let me know.
Public
Public
2 weeks ago
Dear glorystory,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Tomas
Casino.Guru
