The player from Quebec claims that he received a promotional bonus for 20 free spins on a restricted slot provider in his area. After contacting customer support, which was closed during festivities, he received a delayed response indicating the promotion had ended, despite contacting them immediately after claiming the bonus. He highlights concerns about the promotion practices and customer support response times.
Fat Panda Casino - Player faces issues with promotional spins.
Amount: ??
Fat Panda Casino
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6.5
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Case summary
6 days ago
Public
Public
1 week ago
Dear CasinoGuru Team,
December 31st 2024, I received a promotional enail from their VIP Support.
Bonus code : DEC2024
20 Free Spins without deposit on Juicy Reels slot (Wazdan).
Unfortunately, after claiming the bonus code, I saw that this provider is restricted in my area.
When I attempt to contact them by LiveChat in order to switch free spins, it was writted that their support was closed to allow their employees a relaxation time for the New Year festivities.
Then, I explained my situation in the contact form.
Lisa from their support contacted me 36 hours later by email to inform me that it’s not possible to move the free spins as the promo is ended.
I explained to her that their support was closed and that they took 36 hours to answer me!
She told me that as per their records, I contacted them December 24th. But it’s false, I contacted them 1 time, AFTER receiving this promo December 31st.
I want to denounce that they provide promotions with restricted providers and that they have a bad will.
Thanks for your precious time allowed to this upsetting situation.
Have a nice day!
Respectfully,
Olivier L*****er, from Québec, Canada, North América.
Public
Public
6 days ago
Hello OlivierL007,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Fat Panda Casino. Please allow me to ask you a few more question before we would move forward.
- Could you please advise if your account is already verified and if yes, since when exactly?
- Was this your first ever bonus claimed?
- When was the last time you spoke to the casino and what was it about?
Please note that unless you had to deposit, so in case of free bonus, it is entirely up to the casino to set the rules. I can mostly only advise to claim a different bonus usable in your country.
Looking forward to your answer.
Regards,
Nick
Due to an exceptionally high volume of complaints, we kindly ask for your patience. While we strive to publish complaints within 48 hours, follow-up responses may take up to 7 days. Assigning your complaint to a resolver might also take longer, as we’re currently managing close to 1,000 complaints.
Thank you for your understanding. Wishing you a wonderful New Year 2025!
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