BetBoom Casino MX - Player is unable to activate purchased bonuses.

I bought two bonuses for spins on two different slot games. When I try to activate them, it shows an error or just keeps spinning and doesn't activate. When I've tried to contact them via chat because they say they don't have a phone, they just keep giving me the runaround about installing and clearing the cache. I've done everything they've told me to do. They ask me to send proof again, and I do. I've done this about four or five times. And then the cycle of what to do or how to activate it starts all over again. I've asked them to activate it for me from there, and they say it can't be done. Now it seems very strange to me that the problems started as soon as I started winning. They're asking me to send video evidence when they know perfectly well that large files can't be sent—I'm talking about 10 to 15 seconds. And they're asking me to record everything, even though they know it can't be sent by email. Another thing is, when I send emails, they don't reply. They tell me to use their chat service, and the chat tells me to send an email. Honestly, I don't know what to do anymore; I think this is a lost cause. It seems very unfair, and I really can't understand how people like that work.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with BetBoom Casino MX.

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?
• Have you bought bonus features using your real money balance?
• Have you tried accessing your player's account using a different device or a different browser?
• Could you please share with me your communication with the casino regarding when you contacted them about 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

Dear Trakitas,

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,
Tomas
Casino.Guru