The player from Germany encountered a technical malfunction when trying to activate a package of 1,000 free spins, which were not credited to his account despite a successful activation confirmation. After multiple inquiries, the casino claimed the issue was resolved, but the player insisted on receiving the spins. The complaint was closed due to the player's lack of response to the Complaints Team's requests for further information and communication. It was noted that the player could reopen the complaint in the future if he chose to resume contact.
GetSlots Casino - Player's free spins activation is unresolved.
Closed
Our verdict
Player stopped responding
Amount: €50
GetSlots Casino
Safety Index 8.4 HighCase summary
Discussion
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2 months ago
Translation
Technical malfunction during free play activation
I tried to activate a package of 1000 free spins (100 per day) that I had purchased for €50. The confirmation "activated" appeared in the top right corner of the screen, but the spins were never credited to my account.
Despite repeated inquiries via live chat and support, I was given the runaround for days. Now the casino claims, without further explanation, that the matter is resolved because no problem was found. Since the display confirmed successful activation, but the credit was not applied, this is a software error. I demand the credit of the 1000 free spins.
Automatic translation:
Public
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2 months 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.
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2 months ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with GetSlots Casino.
Please allow me to ask you a few questions so I can better understand the situation.
- Have you activated any similar bonus in the past?
- Could you please explain which games the free spins were credited in?
- Could you please share with me the message you addressed to the casino when trying to resolve the issue, or any subsequent communication sent so far? 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
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2 months ago
Dear delamuerte,
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.
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2 months 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
