Casinoin - Player hasn't received promised bonus spins.

Good evening

For the past two days, I made a deposit of 100 Euros yesterday and another deposit of 50 Euros today.

There is a special Christmas offer that states if you deposit 100++ Euros, you will receive 150 free spins, and if you deposit 50 Euros, you will get 80 free spins. Just like I did yesterday, I also made a deposit today and activated this bonus. However, after playing and losing all my money, I sent them a message that my free spins had not been credited. The response I got is the one I am sharing... After playing with all the deposited money, I received a statement saying that I did not bet the total amount, which was the 50 Euros I deposited... and I played the same game in the casino and the turnover produced was only a few minutes... I kindly request you to do something about this company, as we have invested a substantial amount of money.

Dear Agasik21,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

• Have you redeemed any promotional offers from this casino in the past?
• What was the exact reason why a promotional offer couldn’t have been applied to your account?
• Could you please advise if you have tried communicating this issue with the casino?

If there’s any relevant communication, please forward it 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

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 800 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

I contacted them and they tell me that you didn't withdraw the amount you deposited for it and we can't credit you for the spins and I say after I made a 50 euro deposit and played in the casino and the 50 how come I didn't withdraw them?

Hi Agasik21,

I have checked the promotions on the casino website and this is what I found (here):

✨1. Tap "Play now!" to confirm your participation.

✨2. Deposit a real-money amount that corresponds to the amount of Free Spins you want:

€30 to €49.99 to get your 40 Free Spins

€50 to €99.99 to get your 80 Free Spins

€100 or more to get your 150 Free Spins

✨3. Wager that entire deposit amount, at least 1 time in the casino, and after that your Free Spins will be automatically credited to you.

• Could you please advise if you wagered at least once your deposited amount?

Thank you.

I bet all the money I played in the casino and I sent them a message and it says you didn't turn over the 100 euros you deposited

How is it possible that I played them all and did not have a turnover of 100 euros?

Thank you very much, Agasik21, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello Agasik21,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Casinoin to join the conversation and participate in the resolution of this complaint.

Dear Casinoin,

Could you kindly provide your comments on the player's problem? If the deposit turnover requirement had been fulfilled, why hasn't the player received the free spins afterwards?

Thank you.

Kind regards,

Tomas

Casino.Guru

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello,

We apologise for the delayed response.

We would like to address the customer's complaint and will thoroughly investigate the situation. We will get back to you with our findings.

Thank you for your patience and understanding.

Thank you for the information, Casinoin. I will extend the timer for another 7 days. Please keep us updated on any developments.

Hello,

To ensure we can proceed with providing the best assistance to the customer, we would appreciate some clarifications as we have not fully grasped the situation.

The customer reached out to you on December 23rd, indicating that the issue is recent. According to the customer, he contacted our support and was informed that they didn’t fulfill wagering requirements to receive spins. However, upon checking our customer support chats, we found no requests from the customer related to spins. All the questions the player wrote were successfully resolved.

Furthermore, the player mentioned, "If you deposit 100++ Euros, you will receive 150 free spins, and if you deposit 50 Euros, you will get 80 free spins. Just like I did yesterday". Yet, we couldn’t find any similar deposits made by the customer on those days. While there were spin-related requests after December, all the inquiries were successfully resolved.

To facilitate a more in-depth investigation of the case, we kindly request the customer to provide specific details, including the name and exact date of the promotion in which the user participated. If possible, please include a screenshot as well. Additionally, we require the precise date and amount of the deposit that activated the promotion the customer is referring to.

We appreciate your collaboration on this.

Thank you.

Hello Agasik21,

It appears that you are discussing the "80 FS bonus", which should have been activated by making a deposit of at least 50 EUR. Could you kindly provide any evidence of the deposit made during this promotion?

You can share it here or forward it to my email address: tomas.k@casino.guru

Thank you.

Here...and I also have the messages I sent them and what they told me

Please forward the communication between you and the casino regarding the FS activation request on 23.12.2023 to my email address: tomas.k@casino.guru

Thank you.

Dear Casinoin,

I have reviewed all evidence provided by the player, and it seems they complied with the T&C of getting the bonus. Moreover, it appears that the problem with the wagering was caused by playing the excluded games. If that is the case, can you please provide an explanation from your point of view?

Thank you.

Dear Agasik21,

Can you please provide account details associated with the deposit information in the screenshot above?

Thank you.

Dear Agasik21,

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.

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.