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 [email protected] 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