Crypto Casino - Player did not receive promotional free spins.

I am writing to complain about this casino you are promoting. I find them deceptive as I registered on the 7th of last week to earn spins through registration, where the promotion was still in progress, yet I did not receive these promised spins. When I talked about this situation in the chat, they told me that there was a bug in the system and the spins would be added soon, and reassured me that the promotion was still active. However, today I received an email telling me that the promotion had ended. This is false advertising and I feel cheated. It's irrelevant if the promotion ended today; I had registered for it days ago. In conclusion, I would like to receive my spins.

As you can see in the attached photo, I asked if the spins would be added after the bug was fixed and they confirmed yes.

Dear polianasouuza08,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem and I understand your frustration. However, please bear in mind that a bonus is essentially a gift from the casino, and it's up to the casino to determine what rules apply. I apologize but we cannot compel casinos to provide specific bonuses to you. Please, let me know if there is anything else I could help you with, otherwise, I will be forced to close this complaint. Thank you for your understanding.

Best regards

Veronika

It is as follows, as you saw in the print you read, I sent

They said that it was active the day I opened the account and that the casino has a problem but that they would add the spins as soon as the problem was resolved because then they said that it closed 2 weeks later but when I registered it was active when I was going to registering said I was going to win so is this false advertising after I register a week later it says it's over?

That doesn't exist, but I understand from your side what I'm trying to say is that the casino acted in bad faith just to get new subscribers after getting enough, he claimed that it was experiencing instability and closed without giving any spins to anyone.

We are discussing your case with the casino representative outside of this complaint thread. I will get back to you with updates soon.

Dear polianasouuza08,

We checked with the casino. Their customer service is handled by the software provider and it is centralized for all operators on the Software provider’s platform. So CryptoCasino informed us that they were unaware there had been a glitch until reading this request.

Sadly the promotion is no longer available but the casino representatives have credited your account with 25 BRL (equivalent to the 50 free spins at $0.10) to be used in the casino. The bonus has the usual wagering requirements of x30.

CryptoCasino apologizes for any inconvenience.

Please let me know if I may consider your complaint resolved or if there's anything else I can assist you with.

Yes, you can solve it

Dear polianasouuza08,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Veronika

Casino.Guru