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I received 100 free spins on The Dog House after registering. But whenever I try to play them, I always get a message saying the provider isn't approved in Germany. PragmaticPlay, in other words. I've now tried to play these free spins using various free VPNs, as customer service suggested. It doesn't work. The chat operator then told me I should download a paid VPN browser so I can finally play these free spins. But I don't want to do that, and it wasn't mentioned anywhere beforehand that PragmaticPlay isn't approved in Germany! I'm not going to pay for a browser just for 100 free spins. It can't unlock another slot or provider. What now? I'm asking for help!

Ich bekam nach der Registrierung 100 Freispiele The Dog House. Doch wenn ich diese spielen möchte, kommt immer die Meldung, das der Anbieter in Deutschland nicht genehmigt ist. Also pragmaticplay. Habe nun, wie der Kundenservice es meinte, per versch. kostenloser VPNs versucht diese Freispiele zu spielen. Es geht nicht. Nun meinte der Chatmitarbeiter, ich soll mir einen kostenpflichtigen VPN Browser runterladen um diese FS endlich spielen zu können. Das möchte ich aber nicht und es wird auch vorher nirgendwo erwähnt, das Deutschland eben pragmaticplay nicht zulässt! Ich zahl doch keinen Browser wegen 100 Freispielen. Einen anderen Slot bzw Anbieter kann er nicht freischalten. Was nun? Ich bitte um Hilfe!

Hello,

Thank you very much for submitting this complaint. I’m sorry to hear about the issue you’re experiencing. To better understand your situation, may I ask you a few clarifying questions?

• Did you receive the 100 free spins automatically after registration, or did you enter a code to claim this promotion?
• Could you please send a link or screenshot of the bonus you activated and played with?
• Did you register at the casino while using a VPN, which might have made your location appear different from your actual country of residence?
• Have you asked the casino’s customer support whether an alternative free spins bonus is available for customers from Germany?

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

Best regards,

Veronika

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If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Hello, thank you for your help!

The free spins are granted automatically, and I signed up without a VPN. So, my location was Germany from the start. It's also not stated anywhere that the free spins aren't playable in Germany. I asked for an alternative slot, but the chat agent said that wasn't possible.

The friendliness and understanding of a new player's problem also leaves a lot to be desired.

All in all, I don't have a positive impression of Cactus Casino right from the start, unfortunately.

Thank you again for your support and best regards

Hallo, ich danke euch für die Hilfe!

Die Freispiele gibt es automatisch und ich habe mich ohne VPN angemeldet. Mein Standort war also von Anfang an Deutschland. Es ist auch nirgendwo ersichtlich, das die Freispiele in Deutschland nicht spielbar sind. Ich habe nach einem alternativen Slot gefragt, doch das ginge nicht, lt Chatmitarbeiter.

Auch die Freundlichkeit und das Verständnis für ein Problem des neuen Spielers lässt echt zu wünschen übrig.

Alles in allem habe ich schon in den Anfängen keinen positiven Eindruck vom Cactus Casino, leider.

Nochnals vielen Dank für euere Unterstützung und viele Grüsse

Please forward me a screenshot from your bonus history showing that there are active free spins you are unable to play.

Also, kindly forward me all the communication between you and the casino customer support regarding the issue with the free spins at veronika.f@casino.guru. Kindly include all the other evidence that could be relevant to the investigation of your case as well. Thank you for your cooperation.

Thank you for your help! I'll send you the email shortly!

Best regards

Vielen Dank für Ihre Hilfe! Ich sende die Mail zeitnah an Sie!

Viele Grüsse

I’m not sure if I’ve received any emails from you. Could you please double-check that you typed my address correctly? It’s veronika.f@casino.guru.

Also, did you contact me from the same email address you have listed in your profile?

Dear malerwelten,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.