LuckyWave Casino - Player did not receive promised bonus and free spins.

Deposited £50 for a £50 casino bonus and 150 free spins. Used my £50 on a slot game (didn't win a penny)But did not receive any bonus or free spins. This is my complaint.

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Hello,

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

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please share information about the promotional offer as it was presented to you?
• Have you tried to contact the casino support and ask for assistance with the issue? With what result?
• Could you please share with me your communication with the casino regarding 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 kchoudhury78,

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.

Hello Tomas. Apologies for the delay. I did not receive your message from a week ago? Regarding my issue I can't really explain anything else. I just clicked on their promotion and deposited. When I deposited it did say £50 casino bonus. But after spending my own money on a slot game the £50 casino bonus just disappeared. And speaking to the casino about this I had no joy in resolving it.

Kind regards.

K ******

Thanks for your reply.

Please let me know if you contacted the casino support regarding the situation, and whether the decision not to credit you the bonus was deliberate or not. Send the relevant exchange with support or any other relevant evidence of the incident to my email at tomas@casino.guru

I apologize for the inconvenience.

Thanks for your reply. I didn't get anywhere with them. And nothing was added to my account. They came up with some excuse that I can't remember?

K Choudhury

Thanks for your reply.

We can't penalize the casino if they fail to give you a bonus, and without more information, we are unable to conclude you are eligible for it.

I completely comprehend and acknowledge that this situation is less than ideal. However, our focus is mostly on cases where the casino wrongly credited players with bonuses and subsequently denied their winnings. If the casino declines to grant bonuses to its players, we are unable to compel them to do so and must accept that the offer was initially extended but not fulfilled.

Due to the aforementioned reasons, we will now proceed to close this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern, or a new issue that needs to be looked into, our team is here and ready to support you.