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Good afternoon, on the 27th of August 2021 I made a deposit worth €50 with the bonus code "VIDEO". The bonus was €15 + 50 FS. The reason for my complaint is the free spins that I didn't use due to the unavailability of the casino website. The rounds appeared available but when entering the game it gave an error. I immediately sent a help request to casino support, with no response. The free spins have expired and the casino doesn't even respond.

Boa tarde, a 27 de Agosto de 2021 efetuei um depósito no valor de 50€ com o código de bônus "VIDEO". O bônus era 15€ + 50 FS. O motivo da minha reclamação são as rodadas gratis que não usei por indisponibilidade do site do casino. As rodadas apareciam disponíveis mas ao entrar no jogo o mesmo dava erro. Enviei de imediato pedido de ajuda ao suporte do casino, sem resposta. As rodadas gratis expiraram e o casino nem uma resposta dá.

Dear Li1979,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Have you redeemed any promotional offers from this casino in the past? From the forwarded screenshot I understood that 50 Free Spins should have been available on 2 slot machines, is that correct? Was the entire website offline or those 2 games only? Have you completed the required wagering for the remaining bonus?

Thank you in advance for your reply and I hope we will be able to help you as soon as possible.

Best regards,

Petronela

Good afternoon,

I've had the same problem redeeming free spins in the past. But the casino replied that it was sorry and made a credit to the balance.

Only the 2 free spin games were failing. All other games worked without a problem. The promotion gave access to free spins with no bets required, as you can confirm in the image I sent.

Thank you in advance for your help.

Boa tarde,

Já tive o mesmo problema ao resgatar rodadas gratuitas no passado. Mas o casino respondeu que lamentava e efetuou um crédito em saldo.

Apenas os 2 jogos das rodadas grátis estavam a dar erro. Todos os outros jogos funcionavam sem problema. A promoção dava acesso ás rodadas grátis sem apostas necessárias, como pode confirmar na imagem que enviei.

Desde já agradeço a ajuda.

I would also like to add that I reported to the casino what happened on the day of deposit and a ticket was opened "Ticket #1RAWY: Error activating free spins" If necessary, I will resend the mail to you.

Acrescento ainda que reportei ao casino o sucedido no dia do depósito e foi aberto ticket "Ticket #1RAWY: Error activating free spins" Caso necessário faço reenvio do mail para vocês.

That would be perfect. Please forward any relevant communication to petronela.k@casino.guru.

I just sent 2 emails with attempts to solve the problem.

Thanks again for your help.

Acabei de enviar 2 mails com as tentativas de solucionar o problema.

Mais uma vês obrigada pela ajuda.

Thank you very much, Li1979, for the forwarded emails. Could you please confirm that the bonus amount of €15 has been successfully added to your account, only the Free Spins remained unused as the two dedicated slot machines were not available? Have you accumulated any winnings with the promotional offer? Looking forward to hearing from you.

Yes, I received the €15 bonus and ended up losing the money. No earnings.

My complaint is just about the free spins of the 2 games and the lack of response from the casino.

Sim, recebi o bônus de 15€ e acabei por perder o dinheiro. Sem ganhos.

A minha reclamação é apenas sobre as rodadas gratis dos 2 jogos e a falta de resposta por parte do casino.

Thank you very much, Li1979, for providing all the necessary information. I will now transfer your complaint to my colleague Martin who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Li1979!

From now on, I will take care of your complaint. I would like to invite representatives of BetsEdge Casino into this complaint in order to help us resolve the issue.

We would like to ask BetsEdge Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’, which will have negative impact on the casino's rating.

Since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.

I sincerely hope you won’t come across a problem like this again.

The casino can reopen this complaint anytime.