The player from Switzerland didn’t receive a bonus on his deposit. We ended up rejecting the complaint because the player stopped responding to our messages and questions.
Cookie Casino - Player’s deposit bonus has not been activated.
Amount: €20
Cookie Casino
Safety Index:Above averageSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
7.7
Cookie Casino has a Safety Index of 7.7, which makes it a casino with an above-average level of safety. Explore this casino’s Safety Index
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
4 years ago
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4 years ago
Translation
Although I entered the code CAKE, I was neither given free spins nor the promised deposit bonus, it was claimed that I had not entered a code
Automatic translation:
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4 years ago
Dear Peter,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Have you tried contacting the casino regarding this issue? Could you forward any relevant communication between you and the casino to kristina.s@casino.guru? (Or you can post it here). I will be waiting for your reply patiently.
Best regards,
Kristina
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4 years ago
Translation
good day,
I pointed out the problem several times during the chat via the chat, the answer was always that I had not entered a bonus code, which is not correct, since I ticked the box "I do not want a bonus no check for the bonus code box" I entered the bonus "CAKE", which should include 20 euros plus 120 free spins - of course I have no proof for this except my 20 euros direct payment
Edited
Automatic translation:
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4 years ago
Thank you very much Peter for your reply. I will now transfer your complaint to my colleague Peter who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.
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4 years ago
Hi Peter,
I'm taking over your complaint. Let me ask you a question. Have you tried to ask the live support to activate the bonus for you manually or offer you an alternative?
