Bet Match Casino - Player's bonus is stuck due to an error.

​I received 50 free spins bonus (75 HUF/spin) on Sun of Egypt 3. The bonus is stuck on "Collecting bonus data" due to a software error. The casino support (Anthony) refused to help and threatened to close the chat when I asked for a manual credit. I attached screenshots of the active bonus and the chat.

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Dear Martin20207272,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with the casino bonus.

In order to better understand your situation and provide the necessary assistance, could you please answer the following questions?

• The 50 free spins, is it a deposit bonus or no-deposit bonus?
• Please post screenshots of the active bonus and the conversation with customer support.
• Were you able to receive some free spins or none of it? Please specify the amount.
• Have you attempted to contact support again after the initial conversation with Anthony? Please post any relevant communication.

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

Thank you in advance for your reply.

Best regards,

Jean

Dear Martin20207272,

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.

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,
Jean
Casino.Guru