Bonus Bingo Casino - Player complains that they didn’t receive Free Spins.

I received an email for a special promo. It was for a 600% bonus and 20 spins on the Mulan slot for every $50 deposited. I deposited $110 and while I received my 600% bonus with no problem, getting my 40 spins has been very difficult. I have contacted live support several times and they are all unaware of the email and tell me to email support@bonusbingo.com with a screenshot of the promo. I have done that 7 times over 4 days and I still haven’t gotten a response. I feel cheated

Dear Vollieballe,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please advise which exact bonus you have tried to redeem? I have checked the website (here) but I couldn't find the abovementioned promo. Could you please forward the promotional offer to petronela.k@casino.guru?

Meanwhile, please understand, that we can’t penalize the casino for not giving you a bonus automatically.

Thank you in advance for your reply and I hope we will be able to help you as soon as possible.

Best regards,

Petronela

Hi Petronela,

I appreciate your quick response. The promo was a special bonus gift emailed directly to me. So I forwarded the email to you. I had this issue once before when they sent it, but the rectified it quickly. Last night live help told me they won’t do anything and to keep emailing support. 8 times???

very frustrating. I’m just asking them to honor what they sent to me.

thank you so much 😊

Thank you very much, Vollieballe, for providing all the necessary information via email. I will now transfer your complaint to my colleague Andrej who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Thank you so much for your help. 😊

Dear Vollieballe,

From now on, I’ll be in charge of your complaint. I’ll contact the casino and try my best to resolve the issue.

I would like to invite Bonus Bingo Casino to join this thread and participate in the resolution of this complaint.

That would be great. Tonight I spoke with Herman via live chat about their daily free spins not working. He rectified that with a $10 credit, which was awesome. Makes it harder to understand why this promo spin bonus has been so difficult. I also reiterated to Herman that I have sent multiple emails with no response and he even admitted that was wrong of them, but still nothing as of this evening. I appreciate everything you are doing to help

I wanted to update. I finally reached a rep via live chat who was willing and able to help. She credited my account $30 in lieu of the spins. It’s a resolution that was somewhat fair.

thank you for trying to help. I doubt I will ever deposit with them again because if 20 spins was this hard, I can’t imagine the withdrawal process

Thank you, Vollieballe, for the update. I’m sorry that this was much more complicated than it needed to be, but I’m glad to hear that the issue was finally resolved.

We will now mark your complaint as 'resolved' in our system.

Thank you for using the Casino Guru complaint resolution center and please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Best regards,

Andrej, Casino.guru