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I played with a lay b bonus and completed the 30x rollover. When it was complete I had about $1500. The money suddenly disappeared. I’ve contacted the casino by chat and phone at least 5 times and they keep giving me the runaround. They claim that "The casino is a third party and they need to fix the software. They will fix it but there is no time frame on when they’ll fix it." I asked if it would take years or months then and they refused to give me a straight answer.

Dear Luke,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. We will contact the casino and ask for their assistance in resolving this issue, but, before we do so, could you please advise if your account is still accessible? If yes, please forward your game and cashier histories to petronela.k@casino.guru.

Lastly, could you please confirm that you haven’t provided access to your account to anybody else?

I hope, we will be able to help you resolve this case as soon as possible.

Best regards,

Petronela

Yes I can access my account and no one else has accessed my account. I called the casino again yesterday and they acknowledged that they owe me $1516.00, yet they refuse to credit me with the money because they say the casino is a third party and they need to fix the issue. Again they said there was no time frame on when this could be fixed. So I guess that means maybe months or years?

Is there any relevant communication that could be forwarded along with your game and cashier histories to petronela.k@casino.guru? Thank you very much in advance.

I have no recorded relevant communication. But they did tell me initially that it would be fixed in 48 hours. It wasn’t. Then they told me 4 more days max. It wasn’t. Then they told me one more day. It wasn’t. Now they are telling me to wait indefinitely, while at the same time they openly admit that they owe me $1516.00. They want me to just give up, but I won’t.

Thank you very much, Luke, for your reply. I will now transfer your complaint to my colleague Andrej 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.

Dear Luke,

I’m very sorry to hear about your bad experience. I’ll try my best to resolve your case as soon as possible.

I would like to ask BigSpin Casino to participate in the resolution of Luke’s complaint and to clarify the situation.

Big Spin casino has credited me with $100 no rollover bonus for the inconvenience, which was very professional and generous, and assure me that they know what they owe and I should get paid within a day or two. Thank you

Dear Luke,

Thank you for the update. I’m glad to hear the good news. I’d like to kindly ask you to let us know once you receive the payment.

Dear Luke,

Have there been any new developments in your case? Please kindly note that in case you fail to update the status of your complaint in the given time frame, we will have to reject it.

They resolved the issue today. Thank you for your help!

Dear Luke,

Thank you for using the Casino Guru complaint resolution center. We are very glad to hear that your issue has been resolved. We will now mark the complaint as 'resolved' in our system. Please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Best regards,

Andrej, Casino.guru