Slotlounge Casino - Player's bonus spins have been canceled.

I was upon logging into slot lounge notified of having 200 free spins available to me- I activated them and had to go and cook dinner but left it open once I returned to the game all the spins had disappeared. I went to bonus history only to see numerous bonuses had been loaded and then cancelled. I contacted support to ask what and why it had happened they simply said it was an error and that they had cancelled them. I said well that's not portraying a very transparent or reliable casino to me. It was not just one circumstance upon going through the history it had happened over several days

Wanted to flag it

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Dear Amba,

Thank you for submitting your complaint. I regret to learn of the negative experience you encountered with Slotlounge Casino.

To gain a comprehensive understanding of the situation, I would appreciate it if you could answer the following questions:

• Did you have to make a deposit in order to activate those spins, please?
• How long have you been a player at this casino, please?
• Could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

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,

Katarina

Im not seeking compensation. I wanted to flag this practise as just really quite eyebrow raising. I deposit monthly on average. Getting bonus when i login is somewhat normal but not to these big amounts usually however I am definitely not even going to deposit with this site again based on the weird goings on and dismissive explanation

I have attached the correspondence and have run out of room to add the amount of history of loaded then cancelled bonuses on my account history. Bit done by me but the management I'm told.

Email sent

Dear Amba

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Matej (matej.l@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Katarina

Hello Amba, nice to meet you!

My name is Matej and I will be taking care of your complaint going forward. I've just reviewed this case and fully appreciate your concerns regarding the bonuses. I'll do my best to help you resolve this issue as soon as possible.

I’d like to invite a representative of Slotlounge Casino to join the conversation and participate in the investigation of this case as well. Could you please provide more details as of why this player’s bonuses have been handled this way? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

Hello,

Thank you for reaching out and for bringing this matter to our attention. After reviewing the case thoroughly, we would like to clarify the situation regarding the bonuses that were removed from the player’s account.

Due to a technical error, the player received multiple VIP-level bonuses that should not have been granted. These rewards are issued only when a player reaches the required progression thresholds - in this case, the player had not met the conditions necessary to unlock those levels. As the bonuses were credited incorrectly and outside the established criteria, they were subsequently cancelled in accordance with our Terms and Conditions.

For reference, Section 7.5 of our Terms states:

"If the Casino mistakenly credits your Player Account with a bonus or winnings that do not belong to you, whether due to a technical issue, error in the paytables, human error or otherwise, the amount and/or the winnings from such bonus will remain the Casino’s property and will be deducted from your Player Account…"

This policy applies to all players equally and ensures that bonuses are granted fairly and only when the corresponding requirements are actually met.

If any additional clarification is needed or if you would like us to provide further details, we are ready to assist.

Dear Slotlounge Casino, thank you for the clear explanation.

Dear Amba, does the above explain the situation well enough, or is there anything else you would like to discuss? Does this resolve your issue? Please let me know. Thank you.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Amba,

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,

Matej