The player from Italy had participated in a promotion on ANMUSET slots and had qualified for a €5 bonus after spending over €100, but he had yet to receive it despite multiple contacts with customer support. The casino claimed to have reported the issue twice without providing any further response. The complaint was marked as resolved after the player received the bonus following our intervention. We had facilitated communication between the player and the casino, leading to the resolution of the issue.
Planetwin365 Casino IT - Player's bonus is delayed.
Resolved
Our verdict
Case closed
Amount: €5
Planetwin365 Casino IT
Safety Index:Very highCase summary
Discussion
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2 months ago
Translation
I participated in a promo on ANMUSET slots, I qualified among the first 1500 places, but even after contacting customer support several times, I still haven't received the real €5 bonus.
To climb the rankings I played more than 100 euros.
They say they will report it to the relevant department, they have already reported it twice but I have not received any response.
Automatic translation:
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2 months ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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2 months ago
Hello,
Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.
- Could you please send me a link or a screenshot of the AMUSNET promotion you participated in?
- Do you have a screenshot, video, or any other evidence showing the place you ranked in the promotion?
- When exactly did the promotion end, and when did you contact customer support about this issue?
- Have you experienced any similar issues with promotions at this casino before?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
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2 months ago
Translation
This is the promo, I contacted customer service several times, they only give me superficial answers.
Edited
Automatic translation:
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2 months ago
Please forward me all the communication between you and the casino customer support regarding the bonus at [email protected]. Thank you for your cooperation.
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2 months ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear kekko2007rr,
We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.
As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.
Thank you in advance for your time and feedback.
Best regards,
Veronika
