Koala Royal Casino - Player’s experiencing technical problems.

Hi so I made a deposit after I getting an email saying I would get 350% deposit match, plus 200 free spins. Yet the bonus didn’t go in, the spins showed up in my account but on a game that would not allow me to play it, so I contacted support, they told me to come back in a couple hours and it would be available in my account, and the free spins would be on a game I could play. Well it’s now been nearly 48hours and still getting told the same thing, that they are having issues with bonuses and to come back in a couple hours. Also the 200 free spins no longer show up in my acc, it says I now have 0 free spins. The support team seem to be doging my questions when I asked for proof that they have had technical issues for 2 days and that no one has recieved any bonuses in that time. I got a bad feeling they’re just gunna keep playing this "come back in a couple of hours" game for as long as it takes until I forget about it.

i made the deposit under the impression I would recieve the bonuses, if I had known this was gunna happen I would of played somewhere else. Is there any way I can take this further?

Dear Matthew,

Thank you for submitting your complaint. I’m sorry to hear about your bad experience. Would you be so kind and please forward me a link to the bonus you activated? Could you please confirm that your deposited amount has stayed untouched?

Additionally, if there is any other relevant communication between you and the casino, please forward it to [email protected].

Looking forward to hearing from you.

Best regards,

Kristina

Hi, no I was told by the staff that because they had "technical issues" I could play my deposits through, iv had a few bonus’s so I’ll attached a screen shot of each email I recieved, showing the Bonus details. And I havnt saved any corrispondence from the support team as it’s all been on live chat and there’s no way to save any conversations. They are still saying the same thing, that the tech team is working on the issue and I’ll recieve the bonus’s soon. (Both deposit match and free spins) yet they’ve been saying the same thing for 4 days now. Seems very far fetched that an issue with giving people bonuses would take a tech team 4 days to fix.

Thank you very much for your reply, Matthew. Unfortunately, I haven't received any screenshots you mentioned in your message. Would you be so kind and provide them so we can gather as much information as possible about this case? You can post them here or send them to my email address [email protected].

Additionally, you could try asking the support for a live chat transcript, most casinos are able to provide this.

Dear Matthew,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.