CoinyWin Casino - Player’s struggling to redeem bonus.

They refuse to pay out the bonus because it was not active when I deposited money - but there was nothing about it in their advertising or on the deposit page, nor in terms and conditions. Free spins were also not relevant for Swedes and the chat takes days to answer a question.

Dear Per,

Thank you very much for submitting your complaint. I’m afraid, I will need more information regarding your problem. Please could you elaborate? Have you experienced difficulties when activating a bonus? I will be waiting for your reply patiently.

Best regards,

Petronela

Hi, I followed the links, registered the account and deposited money but the bonus was never paid out, despite contact with support via chat or email they came to the decision that I was forced to activate the bonus via a link on their site - which never appeared.

Do I understand it correctly that you haven’t activated a bonus because the link didn’t work? Is there any communication between you and the Casino that you could forward to petronela.k@casino.guru?

I have followed links from your site, everything that is clearly stated but still I was forced to request to get the bonus by going to the hidden sub-tab and activating the bonus, before deposit. It was thus missed and the casino replicates briefly, you have to put in again and activate the bonus - we can do nothing.

Dear Per,

Could you please forward the relevant communication between you and the casino? Thank you.

Dear Per,

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.