The player from Quebec encountered an issue while playing Fortune Avengers, where the game froze during a triggered free spins bonus, preventing him from accessing it after restarting. Despite having contacted support, the casino refused to honor the free spins, even though his bet history showed the gameplay. The Complaints Team was unable to proceed with the investigation due to a lack of response from the player and had to close the complaint. However, the player retained the option to reopen the complaint in the future should he choose to resume communication.
Posido Casino - Player's free spins have been denied.
Closed
Our verdict
Player stopped responding
Amount: C$1,000
Posido Casino
Safety Index:Very highCase summary
Discussion
Public
Public
6 months ago
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Dear player,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem with Posido Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely:
- How many free spins did you get?
- Please specify the exact date and time when the bonus round froze. Were the spins deducted when you opened the game again?
- Can you please share screenshots or a short screen recording (if available) of the error message you saw when the game froze and your bet history showing the $12 spins and the triggered bonus round? You can attach them here or send to my email
- Please specify what the disputed amount means in this particular case.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Natalia
Public
Public
6 months ago
Dear Damienlorenz,
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.
Public
Public
6 months ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Natalia
Casino.Guru
