EstrelaBet Casino - Player's specific game malfunctions.

After claiming a bonus on Telegram, where I was required to make a deposit of 50 reais on the game "Fortune Tiger", I was supposed to receive an additional 50 reais in order to execute a rollover of 3000 reais. Therefore, I started on the rollover and suddenly the game began to malfunction, it wouldn't open with either real or bonus balance. I reached out to customer support and they recommended a variety of solutions such as clearing my cache, among other things. However, I conducted other tests by logging into different accounts on my device and the game opened just fine without any errors. Conversely, when I logged into my account from other devices, I still couldn't load the game without it generating the same error repeatedly. Since last Friday, on the 10th of November 2023, I've been in touch with customer service but nothing has changed, they keep adding that they will pass the issue on to their technical department to rectify the problem, yet nothing has been done. Given that my rollover is due by the 20th of November 2023, I might end up losing out if the problem is left unresolved. After all, I ended up making a deposit of $50. I've tried every solution offered by the support team. The actual problem resides in my account, not with the website nor the game. As I've stated before, the game operates normally on other accounts and only malfunctions when I log into my account. I even made extra deposits to check whether the bonus application via Telegram was causing the issue, but the game still wouldn't load at all and It ended up generating the same error again. All other games are accessible except for Fortune Tiger. The real issue is that I can only play it using my balance in order to meet the rollover requirement.

Dear alifertb,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you one important question before we proceed with further investigation. Do I understand correctly that you have multiple active accounts at this casino?

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

Best regards,

Kristina

Dear alifertb,

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.

I don't have other accounts.

I tested accounts from people close to me.

To see if the problem was with my account. And finally it was.

They have been making me wait since 11/20/2023 and so far I have not received a response from the bookmaker.

Thank you for your reply, alifertb. Is this the only game that doesn't work? Could you please clarify how much money you currently have in your casino account? Has the deposit that was supposed to activate the bonus remained untouched?

I no longer have the balance that I could play with the bonus because it has expired, due to me not being able to enter the game.

It was the only game that didn't open.

The game worked for a while but then it started to give errors.

I informed support and they always send it for analysis and declare that I used the bonus. And he expired.

But it only expired because I couldn't play due to an error with the game on my account.

Unfortunately, if you've lost the deposit that was supposed to activate the bonus, there is not much we can do at this point. No casino would credit you the match deposit bonus if the deposit has been played as usually it ich technically impossible.

Due to the aforementioned reasons, this complaint will now be closed. 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.