The player from Mexico had had an issue with a promotion not being validated. He had reached out to the Complaints Team for assistance. However, we had informed him that we were unable to compel casinos to grant free bonuses or intervene in their decisions regarding loyalty rewards. Despite his dissatisfaction with the casino, we had been unable to assist further and had to close his complaint.
Crasher Casino - Player's promotion denied.
Amount: Mex$100
Crasher Casino
Safety Index:Fresh casinoSafety Index
We use the Fresh casino rating to identify new casinos, for which it's too early to see how they treat their players. We give this rating to casinos that are relatively new on the market, have low revenues, and not many player complaints.
Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
5 months ago
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5 months ago
Translation
I believe this is unfair as my promotion was not made valid 
Automatic translation:
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5 months ago
Dear mijodgs182,
Thank you very much for submitting this complaint. I'm sorry to hear about your problem. We regret to inform you that we are unable to compel casinos to grant you free bonuses. A bonus is essentially a gift from the casino, and it's up to the casino to determine if you qualify for it and what rules apply. It is important to note that casinos are not obligated to offer any benefits to their players and may exclude individuals from their loyalty program without prior notification. While we understand the importance of keeping customers informed about any changes that may impact their player experience, we do not intervene in these matters and allow casinos to make their own decisions regarding who receives loyalty rewards and who does not. I apologize for not being able to provide more assistance in resolving this case.
Please let me know if there is anything else I can assist you with, or if this complaint may be closed.
Thank you for your understanding.
Best regards,
Kristina
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5 months ago
Translation
Kristina, thank you very much for taking your time, honestly my experience with the casino was not that good, I just wanted to share my case for others.
Automatic translation:
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5 months ago
Thank you for your reply, mijodgs182. I understand your frustration, but since there is nothing we can do to help, I am forced to close this complaint. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
