Ace Game Casino - Player is unable to get assistance regarding free spins.

They not answering to my emails,nor customer service is working. Just bot. I havent got my free spins from first deposit and there is no information what so ever on web site. I wouldnt deposit if there is no free spins. Thats missleading information. I wouldnt know because its not posible to contact this casino.

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Dear Mortar81,

Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you are experiencing with missing free spins and the lack of response from the casino’s customer support.

To help us better understand the situation and determine how we can proceed, could you please clarify the following points:

• On what date did you make your first deposit, and what amount was deposited?
• Did the promotion specify any conditions for receiving the free spins (such as a minimum deposit amount, bonus code, or wagering requirements)?
• Have you attempted to contact the casino through any other channels (such as a contact form or social media), and if so, what was the outcome?

If you have any screenshots, promotional materials, or communication showing the free spins offer or your attempts to contact the casino, please feel free to forward them to petronela.k@casino.guru for our review.

Your cooperation in providing these details will help us investigate and work towards a resolution.

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

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 72 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 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

I dod answer you 4 days ago already. Still no response from casino guru

Additional comments from the player:

I dont know how to explain. Situation is very simple. I deposit 26 eur. Minimum is 20. There should be 100 procent deposit bonus plus 150 free spins. I did get 100 procent bonus but no free spins. You cant find anywere on casino website information in what slot you get them. Casino guru home page says they are on slot snoop dollar,but there is nothing. Deposit made around christmas, i dont remember precise date. When you open casino home page there is information about first deposit but again,no information about free spins just the fact that you get 150 free spins. I tryed to contact them via Customer service but its useless because there is bot. And to emails,no answer. All i want to know,in what slot i have those free spins. And times is running out and than they will says that there is no time left to wager free spins. But again,i dont know in what slot is free spins because there is no information. 

Dear Mortar81,

Thank you for your cooperation and for providing all the necessary information. I really appreciate the time and effort you have taken to share everything with us.

I would also like to apologize for not replying sooner. Please note that when information is sent only by email and not posted directly in the complaint thread, our system continues to follow the standard timers. The timers do not change based solely on emails received in my inbox.

Your complaint will now move to the next stage of our process and will be handled by your dedicated Resolver, Michal (michal.k@casino.guru) . This is a standard step, as the Resolver will take over the communication with the casino and manage your case from this point onward.

No action is required from you at this time. Your Resolver will contact you through this thread if any additional details are needed.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Hello Mortar81,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and I will contact the casino to shed more light on this matter.

We would like to invite Ace Game Casino to join the conversation.

Dear Ace Game Casino,

Can you please explain how and where the player should claim or activate the free spins related to the deposit bonus?

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.

Dear Mortar81,

I have received the following email from the casino team:

Dear customer, thank you for contacting our support team.

The bonus is activated if the user's main account balance is less than the minimum bet on slots—€0.1. A wagering requirement of x15 applies to this amount. Playing with the bonus balance is only possible in games in the "Bonus wagering" category.

- The user must play the game specified in the bonus to receive the winnings.

- Then, wager the funds with a x25 wagering requirement in the "Bonus wagering" category.

- Wagering is only possible from the bonus balance.

- After the bonus has been wagered, the user clicks the "Credit" button, and the winnings are credited to the main account. You can find the rules for each bonus in the "Promotions" section of the website. The client has not yet completed the bonus wagering requirement, and the bonus has now expired.

Best regards,

Ace Team 💚

How dumb actually are this people who work on that casino? Of course bonus expiered because i still havent heard a single word in what slot the free spins are? I couldnt find information what so ever. So im asking again,not how to wager bonus or how bonus works,but in what slot the free spins are and where is the information about it on casino homepage. Also i think they have to give me those free spins regarding bonus expiered because it is casinos fault that players cant find the slot with free spins.

Dear Mortar81,

I have reached out to the casino team again and asked them to provide full clarification, as you noted above.

Just to check, you still don't have or haven't received any information in your account (internal message, pop-up notification or similar) about which slot the free spins are in, right?

Dear Ace Game Casino,

I'm looking forward to your response.

No i dont. They wrote email bit not a word about free spins

Dear Mortar81,

Sadly, I have received no further response from the casino team. Although you did not "suffer" any loss, I can understand your disappointment at not being able to use the free spins you should have received and the poor support you received from the casino team in addressing your issue. This is certainly far from an optimal user experience.

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue; however, I’m afraid there is not much that can be achieved without appropriate cooperation from their side.

Unresolved complaints serve as a warning for other players about the casino's practices.

If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, if you wish, you can contact the Anjouan Gaming (AOFA) Authority and submit a complaint to them.

The Gaming Authority might have more options and tools to help players. You can find more information on how to do that here: Licensing Authority – Anjouan Gaming | Casino Guru

Please let me know how they responded at michal.k@casino.guru.

I am sorry I could not be of more help on this occasion.

Best regards,

Michal

Casino Guru