The player from Bulgaria had won 20 free spins as a bonus but encountered an error message that said 'session expired' when he tried to use them. The casino had not responded to him for more than 50 hours. We had extended the timer by 7 days for the player to respond, but due to the lack of communication from the player's end, we had to reject the complaint. However, the complaint could be reopened if the player wished to resume communication.
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Amount: ??
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
10 months ago
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10 months ago
Translation
Hello, I won a bonus on Jack in the Box: 20 free spins with a multiplier of 2 on a 10 lev (BGN) bet. I've been waiting for over 50 hours with no response from them. On the first free session, it showed me an expired session after I reloaded the site, giving me an error on how to play out these spins.
Automatic translation:
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10 months ago
Dear Nikolay9109,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward any relevant communication to petronela.k@casino.guru?
Meanwhile, please check our article explaining "How slot machines are programmed" and maybe it’ll help to understand how servers communicate with players and what issues might occur on the way.
- Can you let me know if you've attempted using a different device or if you've cleared your cookies and cache?
Looking forward to hearing from you. Thank you in advance for your cooperation and understanding.
Best regards,
Petronela
Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.
Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.
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10 months ago
Dear Nikolay9109,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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10 months ago
We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.
