The player from Italy encounters issues with a welcome promotion at Sisal, claiming his wagers on an eligible slot, Royal Fortune Hold and Win, do not qualify for a bonus due to a technical code dispute. Despite providing evidence and seeking support, he has not received a satisfactory response.
Sisal Casino - Player's bonus request is delayed.
Opened
Current status
Waiting for Casino Guru to reply
4d 23h 30m 43s
Sisal Casino
Safety Index 9.6 Very highCase summary
Discussion
Public
Public
4 days ago
Translation
Greetings,
I'm writing because a month ago I registered with Sisal, I took part in a welcome promotion (ID 361377) which included the assignment of a €5 real slot bonus, for every €20 (real money) wagered.
The list of slots eligible for the promotion included Royal Fortune Hold and Win, which I played for a total of around €3,500 (roughly speaking, of course).
I played the rest on other slots, where I was regularly awarded the bonus.
Support told me that my wagers on Royal Fortunator Hold and Win were not eligible for the bonus, even though the slot was listed in the terms and conditions. I investigated further on my own and noticed that this slot was appearing in my transactions as Royal Fortunator Hold and Win PL.
For this code, PL, support isn't giving me the bonus. I even asked the chat agents for an explanation, and they all told me that the code is simply a technical acronym indicating the slot's operator, and that there's only one slot, making it impossible to have swapped it for another. Of course, I have all the screenshots of these conversations. Despite reporting everything to support, I'm still waiting for a response.
I think this behavior on Sisal's part is embarrassing.
I look forward to your help. Thank you.
Automatic translation:
Public
Public
2 days 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.
Public
Public
2 days 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 to the bonus you activated and played with? If possible, kindly include a screenshot showing the games that were eligible to be played with the activated bonus as well.
- Could you see only one version of the game Royal Fortunator Hold and Win in your account, or were there several different versions of the game available?
- Could you please send me a screenshot of your bonus history, as well as the conversations with the casino's customer support regarding the issue with your bonus? My email address is veronika.f@casino.guru.
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
