The player from Germany received a Free Spin bonus and she is now concerned about her winnings. We ended up closing the complaint as ‘unresolved’ because the casino failed to reply.
CasinoMarriott - Player’s experiencing problems with a Free Spin bonus.
Black points: 529
Amount: €5,000
CasinoMarriott
Safety Index:Very lowSafety Index
Casinos with a Very low Safety Index usually have many relevant complaints from players or other relevant issues. In general, we don't recommend playing at casinos with a Very low Safety Index.
Unresolved
Our verdict
No reaction, passive regulator
UNRESOLVED
Case summary
3 years ago
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3 years ago
Translation
Hello, again I have to use your help and I hope that you can help me as always.
On February 19th I got 35 free spins for the game Iron Sky from the casino. I took advantage of the offer and won around 5000 € so far. After more than 8 hours of play, I was still in the bonus. After many questions in the chat, I always got the answer that I was getting a notification from the game. Nobody could tell me what bonus balance it was or how much I still had to wager. I then wrote several emails to support, no response. Today I asked again in the chat and they told me that there was a technical problem with this game and you don't know if I will get any money at all. According to ABG and a statement from the chat, I would get 10 times my last deposit, as it was free spins. So I am now at a loss and hope that you can help me. Unfortunately, I read your review too late.
Kind regards
Roswitha
Automatic translation:
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3 years ago
Dear Roswitha,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I didn’t find the exact bonus on their website. Do I understand that it was a special offer? If there is any link to the bonus, would you be so kind and post it here? I’d like to check the specific bonus T&Cs.
Additionally, would you be so kind and forward any relevant communication between you and the casino to kristina.s@casino.guru?
Lastly, I'd like to point out, that the casino can set the maximum cash out for bonuses. This isn’t anything unusual, especially when the bonus was a No Deposit one.
I hope, we will be able to help you to resolve this issue as soon as possible. Looking forward to hearing from you.
Best regards,
Kristina
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3 years ago
Translation
Hello Kristina,
this bonus came in the mobile phone via SMS. I sent it to you by email from my cell phone. I have also sent you my communication with the casino. If necessary, I can also send you a screenshot of the game with my prize. I hope this helps you solve my problem.
Thank you.
Best regards
Roswitha
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3 years ago
Translation
Hello Kristina,
I got the answer today:
Sent: Wednesday, February 24, 2021 at 4:38 pm
From: "support support"
To: "***" <*** @ web.de>
Subject: Re: Roswitha73
Hello,
Thank you for contacting CasinoMarriott support.
Thank you for providing the documents, your account is now verified.
We are sorry for all this situation, it has been a technical issue with that specific game actually. The balance on Iron Sky game is void, but we will keep sending you free spins, on different games.
I won't accept that because the game worked. It just wasn't offset against the bonus balance. Therefore, they cannot cancel the entire profit.
My last deposit was € 50 and 10 times that amount would be € 500 and that's what I want.
Best regards
Roswitha
Edited by a Casino Guru admin
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3 years ago
Roswitha, thank you very much for your quick reply. I checked emails from you, but I haven't received the bonus offer. Would you be so kind and forward it as well, if possible?
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3 years ago
Translation
Hello Kristina,
just forwarded it again.
On the same day I pointed out that I had the impression that my bonus balance was not being reduced. I was always told to keep playing because I would then get the information through the game. So I kept playing. I contacted the chat every day and wrote to support right away. No reaction.
I will not give up my due money.
Best regards
Roswitha
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3 years ago
Thank you very much Roswitha for your reply. I will now transfer your complaint to my colleague Peter who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.
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3 years ago
Hi Roswitha,
I looked at your case and emails and understand the situation. I will contact the casino and see if I can help. I would like to invite CasinoMarriott to the conversation to participate in the resolution of this complaint.
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3 years ago
We would like to ask CasinoMarriott to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, the complaint will become ‘unresolved’ which may negatively affect its rating.
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3 years ago
Translation
Hi Peter,
I have read that I am not the only player at Marriott who has the problem with this alleged technical error. If you win then there is a technical problem and you simply cancel the win without any evidence that the problem existed. I find that almost criminal. In addition, does a casino have to be insured for such cases or isn't the game provider responsible and liable for these technical problems?
Well let's wait again.
First of all, thank you for your efforts.
Best regards
Roswitha
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3 years ago
Hi Roswitha,
The problem is that the casino doesn't have any license and its rating is quite bad too. The casinos without a license have no regulatory body to supervise their activity. I don't recommend playing in such casinos. There is still some time for a reply so let's see if they decide to react.
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3 years ago
Hi Roswitha,
I'm afraid I won't be able to help you with this one. The casino doesn't react at all and there is no licensing authority to turn to. I can only recommend you to choose better casinos with a good license and reputation to play in. The complaint will be marked "unresolved" in our system. If the casino eventually decides to react, we will reopen the complaint and you will be notified by email. I wish I could be of more help.
Best regards
Peter
