The player from Germany is experiencing difficulties redeeming his Club Coins. We ended up rejecting the complaint because the player received his club coins back but self-excluded himself from the casino.
Circus Casino BE - Player’s struggling to redeem his Club Coins.
Amount: €15
Circus Casino BE
Safety Index:HighSafety Index
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8.4
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Case closed
Our verdict
Other
REJECTED
Case summary
9 months ago
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4 years ago
Translation
Hello I exchanged my Circus.be Club Shop for my 1900 Club Coins for a 15 Euro Google Play Voucher. The casino sent me a German code that was used up or an incorrect number. Then they said if I want a Belgian code. I said yes I'll try it. Belgian codes do not work in the German Playstore. The gentlemen surely knew that very well. Now I have told the chat I want a working German code or my club coins back. The support replies with that we can't send the club coins back and that they allegedly have problems with German Google play vouchers. The whole thing has been going on for 3 weeks and the casino is unable and willing to help me.
Automatic translation:
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4 years ago
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
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4 years ago
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?
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4 years ago
Translation
The support wrote on June 9:
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,
But I wrote that if the Belgian code didn't work, we would please find a solution. But the casino doesn't give me any alternatives
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4 years ago
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.
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4 years ago
Hi Yasin,
I looked at your case and emails and understand your situation. I will contact the casino and see what can be done.
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4 years ago
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.
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4 years ago
Hi Yasin,
I found a new contact that might be helpful. I hope they will reply soon.
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4 years ago
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
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4 years ago
Translation
Ok if that's your opinion it's a shame
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Automatic translation:
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4 years ago
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?
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4 years ago
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
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4 years ago
Thank you Circus Casino Team. Yasin, please let me know if you and the casino found a compromise.
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4 years ago
Hi Yasin, have you and the casino found a compromise? Can we consider the issue resolved?
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4 years ago
Translation
Hello first of all: privately Circus.be was unable to help me. Now that I am publicly writing here they want to help me. I have now made a self-exclusion for the longest possible time and only now have they sent me an email in Dutch stating that I have received my coins back. I cannot control this because I no longer have access to the account
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4 years ago
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
