The player from the US had raised a complaint about a misleading bonus offer. She had deposited $20 based on an email promotion but didn't receive the promised bonus. The situation hadn't been clarified even after contacting support as they provided two different deposit amounts. We had reached out to the player for more details about the bonus offer and any related communication. However, due to the lack of response from the player, we had to reject the case as we couldn't proceed with the investigation or provide potential solutions. Despite the rejection, the player retained the option to reopen this complaint in the future.
BigSpin Casino - Player got misleading information about bonus.
Amount: $20
BigSpin Casino
Safety Index:LowSafety Index
Casinos with a Low Safety Index usually have plenty of relevant complaints from players or other relevant issues. In general, we don't recommend playing casinos with a Low Safety Index.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
3 months ago
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4 months ago
I received a misleading email saying if I joined and made a deposit, I would receive a bonus. It never said how much I had to deposit. Then after depositing $20 and not receiving my bonus, I contacted support twice. Both times they told me different amounts that I was required to deposit to receive the bonus and would not fix it. Then he rudely cut off the support chat mid conversation. Do not join or make any deposits here.
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4 months ago
Dear julieearly23,
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 specify which exact bonus you tried to redeem? I would like to check the terms and conditions.
- Have you received the promotional offer from the casino directly or from a third affiliated party?
- Could you please forward the offer to petronela.k@casino.guru along with any relevant communication?
I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.
Best regards,
Petronela
Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.
Your understanding is greatly appreciated. Wishing you a joyful, successful, and healthy new year 2024, and we will get back to you as soon as possible.
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3 months ago
Dear julieearly23,
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.
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3 months ago
We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.
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