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A week ago I received a free bonus off 30 free spins as a good will gesture, from the terms and conditions I read prior to receiving the spins I was aware the maximum would be $100, I won over $300 in the bonus spins and was well aware my balance would reduce too the $100 max only to see i was left with only $15, I discussed this with customer support and they sent me terms and conditions for a completely different bonus. I referred to. The correct terms for my bonus a d this was acknowledged that yes it should have been $100 not $15, so here I am 1 week later still no response apparently it has been escalated several times. I just want the reminder of my bonus and do not wish to keep asking for updates. I am a depositing and loyal customer please do the right thing.

Dear bullendale3,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Casilando Casino.

Please allow me to ask you a few questions, so I can better understand the situation.

• Do I understand correctly the bonus you activated and played was a common no-deposit bonus, without specific terms and conditions attached?
• Could you please share a screenshot from your bonus history with more information regarding the bonus itself?
• When was the last time you were in contact with casino support and what did you discuss?

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

Best regards,

Tomas

Please see attached screenshots at the time of the incident. as you can see the promotional terms attached were for a no deposit welcome bonus that was not the bonus I received which was a standard good will bonus attached terms and conditions. I have spoken to chat almost every day for the last week and get the same response that the issue has been escalated to the relevant team I have had no contact from the whatsoever.

Please note email received today 15-4-25, I infact did not receive an email in regards to their terms and conditions on that date or any date close the only communication I have received is in the form of deposit receipts and a chat transcript from the chat that took place note prior screenshots.

Thankyou

Thanks for the clarification.

Could you please forward the bonus offer you received from the casino for me to review?

Please forward the email as an attachment to my email at tomas@casino.guru

To send an email as an attachment follow this short guide (from my testing it's not possible to do this on a phone)

• On your computer, go to Gmail.
• Next to each email you want to forward, select the checkbox.
• At the top, click More. Forward as attachment.

I'll await your reply.

Dear bullendale3,

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.