Vegas Nova Casino - Player is facing a delay in bonus activation.

Hello, I registered at this casino, made the deposit with the welcome code and never received the first deposit bonus, I spoke to support, they said they would solve the problem, 3 days have passed and no one has given me an answer on the matter.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Vegas Nova Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Is your player's account accessible to you? Can you log in?
• Have you decided to play with the deposited money or have you asked the casino for a refund?
• Has the casino offered any alternative bonus to you instead of the promised one?
• Could you please share with me the bonus offer marketing communication for the bonus, if available?
• Could you please share with me your communication with the casino when you tried to resolve the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Thanks for your reply via email.

If you have already played with the deposited amount, it might be technically impossible for the casino to credit you with the bonus associated with said deposit. We are unfortunately unable to ask the casino to offer any kind of compensation or penalize the casino for not giving you the bonus.

Please let me know if there is anything else we may assist you with. Thanks in advance for your understanding. Looking forward to your reply.

Dear Avasantos,

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.

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,
Tomas
Casino.Guru