Dozenspins Casino - Pelaajan valitus teknisestä häiriöstä.

hi i want to share my experience about this casino, i did played this casino for about 2 months and a week ago i did a deposit of $30 using interac etransfer, and  while i am playing the book of oz slot all the winnings i made didnt add to my balance id triggered a free spin twice but all those winnings didn’t add to my balance so i continue playing maybe just only thr system delay and i did switch the game book of oz lockspin but the same issue. when i ask to live chat support they told me the issue was sent to the relevant department but nothing happen. and now i tried to sign up for follow up the issue but i was surprised my account is disabled and i speak to the live chat asking why my account is disabled and the agent asking my username and after that id give my username the live chat suddenly disappeared can’t find the live chat section and no more communication. this online casino isn’t fair i guess or a scam. thanks and i hope you understand my english.  

Dear Wilfredo,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. Please could you clarify if you have received an explanation from the casino regarding this technical issue or justification why your account has been blocked? If yes, please forward it to petronela.k@casino.guru. Afterwards, we will contact the casino and ask them to shed some light on this matter. Looking forward to hearing from you.

Best regards,

Petronela

PS: your English is perfect :)

Dear Wilfredo,

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.

hi there 

i didn’t received any explanation. when i visited to the site because i want to follow up my missing funds but un my account is disabled. and the live just only asking my username and then disappeared. i rea don’t know why. 

Thank you very much Wilfredo for providing all the necessary information. I will transfer now your complaint to my colleague Matej 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 Wilfredo.

I would guess that your account is blocked from security reasons. (standard procedure) The Dozen Spins Casino is a new casino (founded in 2019).

I will ask them where is the problem and what's happened.

Dear Wilfredo,

We have checked the information about your situation.

From our side, we did everything possible to correct the situation for the player.

It was established that there was a technical problem from provider’s side so we made a request for a detailed check.

Then we sent you a letter and closed your account temporary to avoid any further problems until the problem could be settled.

Since the provider approved that there were technical problems - we had a chance to fix it and added  bonuses (58.45 CAD) to your account manually. Your account was activated and now the problem is resolved.

We apologize for the inconvenience you might had and be glad to see you again.

Dozenspins Team

Wilfredo, could you please confirm that your account is now open and that you agree with this solution?

Hi there

My sincere apologies I really don't receive that email thanks dozenspins. Have a safe day 

Dear Wilfredo and Dozen Spins Casino representatives.

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system.