The player from Chile had activated a bonus with 40 free spins on Sweet Bonanza Dice, but when she attempted to claim them, the game was reported as not found on the casino's website. The player did not respond to the Complaints Team's requests for additional information and evidence to investigate the issue further. Due to this lack of communication, the complaint was closed for the moment. The player retained the option to reopen the complaint in the future if she chose to resume communication.
Awintura Casino - Player cannot access bonus spins.
Closed
Our verdict
Player stopped responding
Amount: $40 CLP
Awintura Casino
Safety Index 9.8 Very highCase summary
Discussion
Public
Public
3 weeks ago
Translation
Hello, today I activated a bonus which had 40 free spins on Sweet Bonanza Dice, but when I tried to claim them to play, the page said that the game could not be found.
Automatic translation:
Public
Public
3 weeks ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
Public
Public
3 weeks ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Awintura Casino.
Please allow me to ask you a few questions so I can better understand the situation.
- Is your player's account accessible to you? Can you log in?
- Could you please share a screenshot or any marketing material with the bonus offer you activated?
- Have you contacted casino support and asked for assistance?
- Could you please share with me your communication with the casino when you tried to resolve the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
Public
Public
2 weeks ago
Dear Valentinaa_12,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
Public
Public
1 week ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Tomas
Casino.Guru
