CyberSpins Casino - Player didn’t receive Bonus Free Spins.

Made a deposit based on promo advertised. Deposit $50 or more and get 100 free spins. Met these requirements and when I told support of the issue via chat room they informed me to email the game owner as they don’t own the games and can’t help.

numerous times I made deposits based off a promo they advertised only to find out the fine lines on another page give them a loophole not to honor what they offer.

trying to work out with support the only live person and the classic response that issue isn’t handled by my department please email so and so: so frustrating and a way to brush off any complaint or problem which they are great at doing.

I like the games, support is even great at times but every time I have had an issue and nothing to do with losing or luck, but simply getting what you paid for ...I told them it’s a scam and they flat out replies via email they aren’t scammers yet proceeded to point out the fine print which still didn’t show any reason why I didn’t receive the spins I qualified for. How hard is it to make a customer happy , more important when they are truly right and can’t even complain about being ripped off to management because they aren’t in at the moment is the excuse.

I encourage management to email me, I emailed them multiple times with no response.

Dear Brent,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem but I’m afraid, I will need more information and details. Could you please elaborate? Do I understand correctly that you didn’t receive Free Spins which should have been part of your deposit bonus?

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

That is correct. It’s happened on several occasions where I made a deposit based on the terms of some promo banner that pops up. The most recent example was the Friday after Thanksgiving.

I sent you a picture of the promo to show that any deposit over $50 qualified for free spins. I never received them. I met all the requirements get when I immediately told support before even playing my initial deposit the response was I need to email my VIP manager. They proceeded to say they don’t own the game and it’s not up to them or out of their department and they couldn’t help assist getting me the free spins. Even though support could look at my playing history and see I never received them which they confirmed via support chat it want anything they could help me with. They have my $, and when I complained support started mimicking what I complained about asking me if I was done complaining and to wait patiently. I waited for 2 days before taking it public. I even told them I have no other recourse but to take the complaint public. I have no issue reporting then because this isn’t the 1st time they have done this.

A lot of times when you go to make a deposit they run pop up ads that come on the screen when your click to make a deposit. Only issue is the ad that is on screen is something you don’t qualify for because it was only good for your 1st deposit, or 2nd deposit of the day. Why run an ad in front of consumer that they would never qualify for? Plus the fact the fine print is in a completely seperate hidden page which makes a loophole or bait n switch tactic. Put it this way they ran an ad that deposit $100 or more and receive 250% bonus. I woke up saw the ad and deposited $100. I should qualify no problem. Well I’m in CA and the time clock starts on their geographic time zone not mine so a deposit I made the night before counted as my 1st deposit even though in CA this truly was my 1st deposit of the day. I explained the issue and support told me that it wasn’t my first deposit that I had made one at 12:02 their time. It is a amount that I normally don’t deposit but the bonus got my interest and to not get the bonus giving the larger amount is such a low blow or shady way to entice someone to give more $. It isn’t fair or ethical yet they continue doing things like this.

why run ads that a player doesn’t qualify for, not only run ads but make a banner appear when you go to make a deposit and then this ad appears making you think it’s available automatically. It’s unethical and scamming the customer out of more $

I tried working my issue(s) out with CyberSpins. I emailed management, talked with support numerous times and when I wasn’t getting any help and instead having support treat me like I was an idiot mocking what I was saying I told them I have no choice but to complaint they asked if I was done complaining and basically insinuating I’m wasting my time and energy because they can’t do anything about it. On top of not getting what I paid for support made me feel like I was trying to get something for free when all I wanted is what I had already paid for. If they can take my $ 24/7 then management or whomever handles this type of disputes should be available 24/7. Basically support is only there when you don’t have a problem but if you do...goodluck emailing management...they never respond and I told them that as well

Dear Brent,

Could you please forward your cashier and bonus histories to petronela.k@casino.guru? Thank you.

I don’t know how to get the information your asking for. I forwarded you the promo where they said every $50+ deposit gets 100 free spins.

I explained that support confirmed I never received the bonus and how they proceeded to explain they don’t own the game, basically an excuse not to help. Anyways I don’t know what to do but I assure you I’m not bluffing. I wouldn’t waste my time if they would have simply honored their promo and gave me what I paid for

In the promotional offer that you have forwarded is written that the bonus is available on the first deposit of the day. Could you please confirm that it has been your first deposit that Friday? Thank you.

It was my first deposit, that Friday every deposit over $50 qualified. I made two deposits and only received one set of free spins after complaining. Bottom line I wouldn’t go out of my way to complain if they didn’t honor what I paid for

Dear Brent,

Do I understand correctly that you have made two deposits and after complaining you received one set of Free Spins? Only one deposit, the first one that day, qualifies for Free Spins.

Please understand, that we can’t penalize the casino for not giving you a bonus automatically. 

Dear Brent,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.