Circus Casino BE - Player’s struggling to redeem his Club Coins.

Hallo ich habe Club Shop von Circus.be meine 1900 Club Coins gegen einen 15 Euro Google Play Voucher eingetauscht. Das Casino hat mir einen deutschen Code gesendet der aufgebraucht war oder einen falsche Nummer. Danach meinten sie ob ich einen belgischen Code möchte. Ich habe gesagt ja ich werde es probieren. Belgische Codes funktionieren im Deutschen Playstore nicht. Das wussten die Herren sicherlich genau. Jetzt hab ich dem Chat gesagt ich möchte einen funktionierenden deutschen Code oder meine Club Coins zurück. Darauf antwortet der Support mit es geht nicht die Club Coins können wir nicht zurücksenden und das sie angeblich Probleme haben mit deutschen Google play Gutscheinen. Das ganze zieht sich seit 3 Wochen und das Casino ist nicht in der Lage und willig mir zu helfen.

Dear Yasin,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward any relevant communication to petronela.k@casino.guru? Have you been offered any alternative way to redeem your Club Coins? I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Ich sende Ihnen Screenshots

Dear Yasin,

Thank you very much for forwarding the relevant communication. Do I understand it correctly that since 4th of June there was no update? Have you tried to redeem the code and it didn’t work once again? Have you been offered any alternative way to redeem your Club Coins?

Das schrieb der Support am 9 juni:

As already explained a few times :

We encounter some issues with some Google Play DE vouchers.

Would it be okay for you to receive a BE code again this time?

You confirmed that you wanted to change your DE code for a BE. 

Kind regards, 

Ich hatte aber geschrieben wenn der belgische Code nicht funktioniert, das wir dann bitte eine Lösung finden. Aber das Casino gibt mir keine alternativen

Thank you very much Yasin for providing all the necessary information. I will now transfer your complaint to my colleague Peter 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.

Hi Yasin,

I looked at your case and emails and understand your situation. I will contact the casino and see what can be done.

We would like to ask the Circus Casino BE 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.

Hi Yasin,

I found a new contact that might be helpful. I hope they will reply soon.

Ok Danke mal schauen

Hi Yasin

We are very sorry your experience at Circus.be was not as smooth as we aim it to be. First we’d like to apologise for the German Google Play voucher technical issue.

We indicated you that this issue didn’t allow us to give you a German code. So following your confirmation, which we received twice, we have changed the vouchers to Belgian Google Play vouchers. As it is impossible for us to give you a German code, doubled with the fact that you confirmed you wanted the Belgian version instead, we can’t go in reverse.

Hope this reply brings some clarity and closure about the issue.

Circus.be Customer Service

Ok wenn das ihre Meinung ist Schade

Dear Circus Casino Team,

If I understand you correctly, the player isn't able to claim the voucher or get the 1900 Club Coins back? Is there anything else you can offer the player as a compensation?

Hi Yasin and Peter

Our Circus team will contact Yasin directly to resolve the matter in due course. You are most welcome to publish the results after matter is solved.

Thanks and regards

Circus.be Customer Service

Thank you Circus Casino Team. Yasin, please let me know if you and the casino found a compromise.

Hi Yasin, have you and the casino found a compromise? Can we consider the issue resolved?

Hallo erst einmal dies: Privat war Circus.be nicht einsichtig mir zu helfen. Jetzt nachdem ich hier öffentlich schreibe wollen sie mir helfen. Ich habe jetzt einen Selbstauschluss gemacht für die längstmögliche Zeit und erst jetzt haben sie mir eine Mail auf Niederländisch geschickt wo drin steht das ich meine Münzen zurück erhalten habe. Dies kann ich nicht kontrollieren da ich keinen Zugriff mehr auf das Konto habe

Dear Yasin,

It was not a good idea to self-exclude yourself in the casino in the middle of the complaint solving process. I can't penalize the casino for this since you received your coins back and blocked your account yourself. I will have to reject your complaint. I wish I could help you more.

Best regards,

Peter