Luckygem Casino - Player's bonus purchase is not processed.

On June 30th, I bought a bonus spin for the Halloween Bonanza game for 80 euros. I had around 81.20 euros in my account. I confirmed the purchase of the spins, and before the bonus started, the game displayed a screen saying "Game error, reload the page." I closed the game and reopened it. It took several attempts; the error message kept appearing until I finally managed to open it. To my surprise, my balance was down to the 1.30 euros I had, and the purchased spins had disappeared. I contacted customer service, and they told me they would forward it to the relevant department. Two or three days later, I asked again, and they said they were investigating the problem. Today, I finally received a response saying that the spins weren't processed because I didn't have enough funds. My 80 euros had simply vanished, and they were giving me a bonus to play with, which they could keep and refund my money. money. I've attached a photo of the purchase receipt for the play I got from the history and the response they sent me.

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Dear Aniass,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with the casino's website regarding your bonus spins purchase.

To better understand your situation, could you please provide us with some additional details? Here are a few questions that may help clarify the matter:

• Do I understand correctly that because of the game error, you were never able to use your purchased spin and it was gone?
• Did you receive any confirmation message or email regarding the successful purchase of the spin?
• If possible, provide screenshots of the game error.
• If you have any relevant correspondence, please feel free to forward it to jean.s@casino.guru.

I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.

Best regards,

Jean