NV Casino - Player is missing promotional free spins.

Hello,

I activated the promotion "100 Free Spins (50+50) on Sweet Rush Bonanza" before depositing. I made a €20 deposit and I received and played the first 50 free spins, which confirms the correct activation and fulfillment of the promotion requirements.

However, the remaining 50 free spins were never credited. Support repeatedly insisted that I did not activate the bonus before the deposit, which is impossible, because the system only credited the first 50 free spins due to correct activation.

Support provided contradictory and incorrect information and refused escalation to a supervisor. They also tried to make me deposit again to receive spins I already earned. Finally, they closed the chat without solving the issue.

This is a violation of the advertised bonus terms and has caused unnecessary frustration.

Requested resolution:

• Credit the remaining 50 FS

• Compensation for poor handling and misinformation

I will provide screenshots:

– Offer (50+50 FS)

– Proof of €20 deposit

– Bonus balance of €0.06 left from first FS

– Chat transcript screenshots

Thank you for your assistance.

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Dear gvasilios,

Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you experienced with the remaining free spins.

To better understand what happened, could you please clarify a few points for us?

• When you activated the "100 Free Spins (50+50) on Sweet Rush Bonanza" promotion, did the system show any confirmation message or change of status indicating the bonus was successfully activated before you deposited?
• Could you also confirm whether the remaining spins were supposed to be credited immediately after completing the first 50, or according to the terms, was there any delay or condition stated for the second batch?
• Finally, please share the screenshots you mentioned — the offer details, proof of deposit, bonus balance, and the chat transcript with support. You can also forward any relevant communication to petronela.k@casino.guru if that’s easier for you.

Your cooperation in providing these details will help us investigate and work towards a resolution.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Greetings,

We can firmly confirm, that the operator provided a valid answer.

The player activated the bonus Game of the Week - Sweet Rush Bonanza, where only 50 FS are granted.

But nonetheless - we value our customers, thus we credited 50 more free-spins on this games.

Good luck!

Regards

Hello Petronela,

Thank you for your assistance and for taking the time to review this case.

I want to acknowledge that the remaining 50 free spins have now been credited, and I appreciate that this step was finally taken. However, the casino’s public statement needs to be addressed, as it contains inaccurate information.

1️⃣ Incorrect claim about the activated promotion

The casino stated that I activated a "Game of the Week – Sweet Rush Bonanza" bonus which includes only 50 free spins.

This is false.

I have never activated such a promotion.

The only bonus I selected and activated was the 100 FS (50+50) offer — and even now my profile still shows the 100 Free Spins bonus as active, not any Game of the Week promotion.

2️⃣ The system already confirmed correct activation

I received and played the first 50 spins of the 100 FS promotion automatically.

There is also still a €0.06 bonus balance left from those spins.

This proves:

• The promotion WAS properly activated before the deposit

• The casino’s claim that I "did not deserve" the spins is not truthful

3️⃣ The granted spins were not equivalent

Instead of restoring the original conditions, the 50 credited spins came with a very high wagering requirement (€121.8).

The first 50 free spins did not include such conditions.

Therefore:

• The compensation was not fair

• I was forced into a wagering trap

• It resulted in a total loss

• The original promotion terms were still not honored

4️⃣ Support failures

During my 1.5-hour chat with support:

– I received contradictory and incorrect explanations

– I was told to make another deposit for the same bonus

– Manual credit was denied as "technically impossible" (which has now proven false)

– My request for escalation to a supervisor was repeatedly ignored

– The chat was closed without resolution

These actions caused unnecessary frustration and prevented a proper solution.

📌 Outstanding request

Before the complaint can be considered resolved, I kindly request a fair goodwill compensation due to the handling failures and misinformation.

A reasonable compensation option would be:

• wager-free spins,

• a small real-balance bonus (€10–€20),

• or a free bet as a goodwill gesture.

Once a fair compensation is provided, I will gladly mark this complaint as fully resolved.

Thank you again for helping ensure a fair outcome.

Kind regards,

gvasilios

Hello Petronela,

Thank you once again for your assistance.

I would like to address the latest response from the casino, as there are important inaccuracies and tone issues that need clarification.

1️⃣ Inappropriate tone

The casino’s reply included a sarcastic remark:

"See what happens when you try to do good to the customer 🙂"

I am maintaining full transparency and seriousness throughout the entire complaint.

I expect the same level of professionalism from the casino, especially when a mistake has already been confirmed through corrective action.

2️⃣ Missing "Game of the Week" bonus in my UI

The casino claims I activated Game of the Week – Sweet Rush Bonanza.

However, this bonus:

• does not appear anywhere in my Bonuses section

• has no activation button

• has never been displayed to me as a selectable option

If a player cannot see a bonus, a player cannot activate it.

3️⃣ UI shows only the 100 FS promo — still active

My screenshots clearly show:

• The 100 FS (50+50) promotion is still listed as active

• It displays a Deposit button — not "Activate" — meaning activation was already done properly before depositing

• No other bonus was selected

If the internal log claims something different, then this is clearly a system tracking mismatch, not a player error.

4️⃣ The internal log is not proof of player intent

A backend record only shows what the system decided — not what the player selected.

I did use a promo code during registration (trannos100), so if a backend bug or misconfiguration linked the wrong promotion, that should not invalidate my eligibility for the correct 100 FS promo that I manually activated.

5️⃣ Acknowledged mistake — but still incorrect resolution

I only received the remaining 50 spins after raising this complaint.

Therefore, the casino has already acknowledged something was wrong.

However, these spins:

• came with much heavier wagering requirements than the original 50

• provided no real benefit

• did not restore the promotion as advertised

Requested fair resolution

Before closing this case, I kindly request a fair goodwill compensation due to:

– System error in bonus activation

– Incorrect and contradictory information from support

– Asking for a second deposit for the same promotion

– Refusal to escalate the issue

– Chat closed while the complaint was active

– 1.5 hours of unnecessary frustration

– Partial resolution under worse bonus terms

A reasonable gesture would be:

• wager-free spins,

• or a small non-wager bonus (€10–20),

• or a free bet

Once this is provided, I will be happy to mark the complaint as fully resolved.

Thank you again for ensuring fairness in this matter.

Kind regards,

gvasilios

Dear gvasilios

Any chance you could provide a screenshot of all available bonuses?

Thank you in advance!

Regards

Hello,

As requested, here are screenshots of all available bonuses in my account.

As you can clearly see:

• The 100 FS (50+50) promotion is visible and shows the Deposit button, meaning the bonus was already activated before my deposit.

• The Game of the Week – Sweet Rush Bonanza promotion does NOT appear anywhere in my bonus list.

• There is no activation button or any option to select such a bonus.

Therefore, it was impossible for me to activate the Game of the Week promo as the casino claims.

My UI shows only the 100 FS promotion, which I activated correctly and which automatically credited the first 50 spins — proving activation.

These screenshots directly contradict the casino’s explanation.

Thank you.

Dear Pertronela,

Just as stated before - the disputed bonus program is still available to user, and the screens prove it.

We will also be happy to share the log from server that prove the following:

• 08.12.2025 20:09:31 (UTC) program_program_name: 100 fs on Sweet Rush Bonanza (50+50) gets available;
• 08.12.2025 20:11:35 (UTC) program_program_name: Game of the Week - Sweet Rush Bonanza - change of the bonus (selection) and activation;
• 08.12.2025 20:19:07 (UTC) - deposit;
• 08.12.2025 20:19:08 (UTC) program_program_name: Game of the Week - Sweet Rush Bonanza -program completion, free-spins granted;

"The Game of the Week – Sweet Rush Bonanza promotion does NOT appear anywhere in my bonus list."

--> the reason for that is because it was already used. Hope this clarifies.

Kind regards

Additional clarification:

If the Game of the Week promotion was truly activated and completed, then:

• It would appear either in active bonuses or redeemed bonuses

• I would not be able to have the 100 FS (50+50) promotion active at the same time

• A bonus cannot be replaced by another without user action

• The system never allowed simultaneous active bonuses for any player

My screenshots prove:

✔ Only one promotion is active — the 100 FS offer

✔ No Game of the Week appears in active or redeemed bonuses

✔ Therefore, the logs cannot represent a user action

If needed, I kindly request the casino to provide:

Full bonus timeline logs,

including all bonus status changes after the claimed "activation".

Since these were not provided, the partial log cannot be considered evidence.

Dear NV Casino Team,

Thank you for the clarification.

To allow us to properly verify the situation, could you please provide the bonus logs you mentioned for 08.12.2025, showing:

• bonus availability,
• bonus selection or change,
• activation,
• and status changes (active / completed).

Thank you in advance for your cooperation.

Greetings,

The requested data was provided.

Kind regards

Hi gvasilios,

Thank you for your patience while we reviewed the technical information provided by the casino.

Based on the full bonus and transaction logs, we can now clarify what happened in neutral and factual terms.

At the time of your €20 deposit on 08.12.2025 at 20:19 (UTC), the bonus that was actively selected in the system was "Game of the Week – Sweet Rush Bonanza." This bonus was activated shortly before the deposit and was completed automatically once the deposit was made, which is why the first 50 free spins were credited.

The "100 FS (50+50) on Sweet Rush Bonanza" promotion was visible in your account as available, but according to the logs, it was not the bonus that was selected at the moment of deposit. Only one bonus can be active at a time, and the system applies the bonus that is selected internally, not all bonuses that are visible in the interface.

Because the Game of the Week bonus was completed immediately after the deposit, it no longer appeared in your list of available or active bonuses, which understandably created confusion when reviewing the bonus list afterward.

Regarding the additional 50 free spins, the 100 FS (50+50) promotion requires a second qualifying deposit to trigger the second batch of free spins. As this condition was not met, the second 50 free spins were not contractually due. The casino nevertheless credited additional free spins later as a goodwill gesture, even though this went beyond the strict bonus terms.

Based on the evidence available, we are unable to conclude that the casino breached its bonus rules in this case. For this reason, we are not in a position to request further compensation or changes to the outcome.

Thank you for your understanding. If you have any further questions related to this explanation, feel free to let us know.

Hello Petronela,

Thank you for the detailed explanation and for reviewing the technical logs.

While I understand the technical conclusion based on backend selection, I would like to emphasize the player experience impact of this case, which remains unresolved from a fairness perspective.

Throughout this process, the interface clearly showed the 100 FS (50+50) promotion as the active option, with no visible way to select or even see a "Game of the Week" bonus. As a player, I relied on the UI and the standard expectation that what is visible and actionable in the interface reflects what is selected.

The acknowledged UI–backend mismatch, combined with:

over 1.5 hours spent with support,

contradictory explanations and incorrect instructions (including being asked to deposit again),

delayed resolution over multiple days,

and the later goodwill spins being granted under significantly heavier wagering conditions,

resulted in a frustrating and avoidable experience, even if a strict rule breach could not be established.

For these reasons, I respectfully request a small goodwill compensation to acknowledge the time lost and the confusion caused by the interface and support handling.

A reasonable option would be:

a €10–€20 wager-free bonus, or

wager-free free spins, or

an equivalent goodwill gesture.

I am not disputing the technical explanation further; I am simply asking for a fair acknowledgment of the customer experience in this case.

Thank you for your consideration.

Kind regards,

Dear gvasilios,

Thank you for your thoughtful follow-up and for explaining your perspective in detail.

I understand your point regarding the player experience and the frustration caused by the interface and the communication you described. However, I would like to gently clarify the role of our Complaint Resolution Center in such cases.

In the majority of complaints we handle, our role is not to negotiate goodwill or discretionary compensations, especially in situations where we are unable to establish a breach of the casino’s terms or an incorrect application of the rules. Requests for goodwill gestures are typically considered only in more serious cases, for example where clear procedural failures or significant player harm can be demonstrated.

In this case, while the situation was understandably confusing from a user-interface perspective, our investigation did not identify a violation of the bonus terms, and the casino already went beyond its contractual obligations by crediting additional free spins as a goodwill gesture.

As we have now fully explained the underlying cause of the issue and there are no outstanding factual questions remaining, we believe the matter has been sufficiently clarified. For this reason, we would like to proceed with closing the complaint.

Thank you for your understanding. If you have any final questions specifically related to the explanation already provided, feel free to let us know.

Thank you for the clarification.

While I respect your conclusion, I remain disappointed by the overall handling of the situation and the significant time and effort required to reach this point.

I will take this experience into account for my future decisions.

Dear gvasilios,

Thank you for your message.

I’m sorry to hear that the overall experience was disappointing and that the situation has taken so much of your time. We fully understand that this was not the outcome you were hoping for.

As mentioned previously, we have reviewed all available information, including the technical logs and bonus records, and we were unable to identify a breach of the casino’s terms or an incorrect application of the rules. In cases where no violation can be established, we are unfortunately not in a position to request compensation or goodwill on behalf of the player.

At this stage, we have done everything within our responsibilities as a mediator, and we believe the situation has been clarified to the extent possible. For this reason, we will now proceed with closing this complaint.

Thank you once again for your cooperation and understanding. We genuinely wish you a much smoother experience in any future interactions with online casinos.

Best regards,

Petronela

Casino.Guru