Crocoslots Casino - Player faces problems with Free Spins promotion activation.

The casino offered 2 promotions on the same day, one to win 500FS and the other to win 100FS with each deposit. the 500FS would be divided into 5 times and the 100FS into 4 times. 100 and 25FS each day.

On the first day the FS activated normally, on the other days I had to actively request the FS via chat. On several occasions I was informed that I could not activate both promotions at the same time or day.

When requesting the last 100FS I was informed that it would not be possible, as the time to request had passed.

It is unacceptable for me to lose the FS because the casino cannot make the FS available automatically, in addition to informing me that I could not activate both at the same time, therefore, even if the promotion time passes, as there was a technical problem with the site, I should be available even after the deadline.

Furthermore, FS were offered in one slot and made available in another.

Follow the promotion email, and the last conversation with support.

Dear leonardolls1,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Which specific promotional offer did you activate and participate in? Please include the link when responding. I'd like to review the bonus terms and conditions.
• Have you activated both bonuses?
• Also, could you confirm whether you activated the bonus by making a deposit or if it was a complimentary bonus?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

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

Best regards,

Petronela

Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.

the promotion was sent by email, code 500DN.

I activated the two bonus.

The bonus is a deposit bonus

I contacted the casino again,

They insisted that I missed the bonus request deadline. They explained that in the terms and conditions it states that the FS must be requested via chat within 24 hours, I asked where it states this, since I read the entire term and it only states that after receiving the FS they have to be activated within 24 hours, which which are completely different things. I insisted that they send me a screenshot about this condition, for a long time the attendant played dumb and didn't send the screenshot, after insisting so much she forwarded the promotion email, which states that the FS will be credited every 24 hours, which didn't happen and I had to keep requesting it via chat.

I also questioned why I was informed by an attendant that I could not request two different bonuses on the same day and the attendant simply ignored the question, even though it was resent several times, as well as all the questions raised about the inconsistencies in the information provided with the email from promotion and casino bonus terms and conditions.

Below are the site's bonus terms and conditions and chat conversation history:

Follow the rest of the conversation

Hi leonardolls1,

• Could you please forward the promotional offer that you received to petronela.k@casino.guru?

Thank you.

Hello Petronela, I sent you the promotion email.

Thank you very much, leonardolls1, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hi leonardolls1,

I have reviewed your case and understand the situation. Allow me to reach out to the casino and make every effort to assist you. I would like to invite Crocoslots Casino to join the conversation and contribute to the resolution of this complaint.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hi Casino Guru Team & leonardolls1 ,

Rest assured, we've thoroughly reviewed this case.

The promotion in question was indeed sent and manually added since the code wasn't entered during the deposit process.

As per our terms & conditions, only one bonus can be active concurrently.

Since you claimed another deposit bonus on the same day, the previous bonus was cancelled, prompting you to contact us to manually add the remaining free spins.

For organisational purposes, we have a policy that if free spins are added manually, it must be done within a 24-hour time frame.

We've successfully resolved everything, except for one set of 100 free spins.

I'm pleased to inform you that we've added this set of 100 free spins to your account as compensation.

We trust this resolution meets your satisfaction and wish you all the best.

Kind regards

Team Crocoslots

Hello everybody.

I would like to thank the support of the site and the feedback from the Casino, the FS already appear on my profile.

I just request that the Casino be more clear with the bonus procedures in their terms and conditions when manually requesting FS.

have a good day.

Dear Crocoslots Casino team,

Thank you for your help.

Dear leonardolls1,

After successfully resolving the problem, we will mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation, and if you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. Our goal is to assist you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time. 

Best regards,

Peter