The player from Germany lodged a complaint regarding a transaction for free spins in the game Mystic Totems, which he purchased for €103.00 but claims were never activated, resulting in a payout of €0.00. He requests the complete technical game log to verify his claim and demands a refund if no proof of the spins can be provided.
Goldbet Casino - Player requests refund for unactivated free spins.
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Current status
Waiting for player to reply
6d 23h 6m 30s
Goldbet Casino
Safety Index 4.3 LowCase summary
Discussion
Public
Public
14 hours ago
Translation
Subject: Complaint and request for the full match report – Betting ID 2043337391127
Ladies and Gentlemen
I hereby lodge a complaint regarding a game session in the game Mystic Totems.
On July 12, 2026, I purchased the bonus feature/free spins for €103.00. As far as I know, the purchased free spins were not activated. Nevertheless, the amount was debited from my gaming account.
My game history displays the following data:
Game: Mystic Totems
Betting ID: 2043337391127
Entry fee: €103.00
Payout: €0.00
Multiplier: x0
Date: July 12, 2026
Since I did not receive the free spins, I request that you send me the complete technical game log (Round Log), including:
Start and end of the game round
Proof of bonus purchase
Number of free spins granted
History of all free spins
Technical server data for the relevant round
If no proof can be provided that the purchased free spins were actually used, I demand a refund of the debited amount of €103.00.
Please send me the requested documents promptly and inform me how this process will be reviewed.
Best regards
Kosa89
Betting ID: 2043337391127
Automatic translation:
Public
Public
53 minutes ago
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Public
Public
53 minutes ago
Hello,
Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.
- Have you contacted the casino customer support through email to request your gaming history in Excel format from the day you purchased the free spins? If so, kindly forward me the communication between you and the casino customer support regarding this issue at veronika.f@casino.guru.
- Can you see a more detailed log of the purchased free spins directly in your casino account?
- Have you experienced any errors or technical glitches while making the bonus purchase?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
