Casino765 - Player’s bonus balance seems to be lost due to a technical glitch.

Made my first deposit of 20 euros with 100% and 50fs, I start playing free spins at golden unicorn co. A high price of the runs, which is strange to me. Earned about 170euros he tells me that for the playtrough they are * 120. I start to earn a lot and suddenly the benefits of the fs disappear as the connection is mysteriously lost. I try to contact but in customer service they say that I have not played those and but that others give him .. he was hallucinating. Upon entering these I see that their value is 100 times less and I do not use them .. on the other hand, the 40 euros that I have intact from the BONO is suddenly considered to invest in 20 and I cannot use them .. again to customer service .. and for half disconnects. The next day I enter the page and the first benefits of fs reappear like magic .. incredible but it seems that the wager managed for sure because I have 1700 euros earned ... Well no .. the next day they are gone ... vu until today

Dear Joan,

Thank you for submitting your complaint. I’m very sorry to hear about your bad experience. Please, could you forward the screenshots and any relevant communication between you and the casino to my email address petronela.k@casino.guru? We will then contact the casino and ask them for their standpoint. Thank you very much in advance for your reply.

Best regards,

Petronela

Dear Joan,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

I am sending you a conversation and a screenshot that I made after having recovered and lost the balance again. I don't see a thing here already

Thank you very much, Joan, for forwarding the screenshots via email. Do I understand it correctly that your free spins have been issued for a specific game only? Have you completed wagering requirements on your Free spins? 

Thank you very much for your email.

However, I would like to ask to reply to your submitted complaint inside the existing thread and not by sending emails, unless you’d like to forward any relevant communication. Replying inside the thread is the easiest way for us to link all the relevant information to the correct issue and to collect important details and data in one place. You can reply to this existing complaint by following "Link" from the notifications which have been sent to your registered email.

Your cooperation in this matter is highly appreciated. 

Lastly, could you please answer if I understand correctly that your free spins have been issued for a specific game only? Have you completed wagering requirements on your Free spins? 

Dear Joan,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.