VOLNA Casino - Player requests refund due to promotion issues.

Hello.

I took advantage of the 20 FS promotion: bet per spin 10 UAH on a deposit of 1500 UAH or more.

The promotion doesn't correspond to reality. I wrote in the chat and provided all the evidence. They told me to wait for an email notification about how this situation will be resolved. However, there is no specific maximum timeframe for when this problem will be resolved!

In general, since the promotion does not correspond to the stated conditions, I want this casino to return the amount that was deposited into this promotion.

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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 explain exactly how the bonus you received differed from the advertised offer? Were the 20 free spins credited, and if so, what game and bet amount were applied?
• Did you deposit 1,500 UAH specifically to activate this promotion, and have you already played with any part of the deposited funds?
• Could you please send me your deposit and bonus histories, along with the complete communication with the casino regarding its review of this issue? Please forward everything to veronika.f@casino.guru and include complaint ID 231324 in the subject line.
• On what date did the casino initiate the review, and have you received any further response by email since then?

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

Hello, the bonus was re-credited. The problem has been resolved. Thank you for your help.

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

Dear matrosov033,

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