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Hello, I received multiple emails after signing up for the casino, each one offering me more and more to make a deposit.

Once I was offered "200% of my deposit,up to 750$ cash at a rollover of 1x and a match deposit also at 200% of my deposit except that would slowly be unlocked as I played and the rollover was 35x".

It said in the email that I needed to email them once I made my deposit, in order to receive the bonus.

I made my deposit on a Sunday evening and didn't realize their live chat was closed.

When I sent them the email letting them know about my deposit I was extremely descriptive about the bonus I wanted even going as far as to send them an attachment in the email so there could be no confusion about which one I wanted!

Of course, they still ended up sending me the bonus without the cash portion of the bonus!

Every casino I've ever played on has been the same "if you start gambling your bonus or without your bonus, you will not receive your bonus" and since the cash was the best part about the bonus I wasn't going to risk not getting it by starting to gamble without it!

Now, the bonus has a 72hr window that it needs to be completed in or else you're out of luck!

I didn't end up receiving the cash portion of the bonus until LATE the following night however they started the time clock as soon as they sent me the first part of the bonus!

They said, the cash portion of the bonus has nothing to do with the other part of the bonus...

To me, that's like saying the free spins has nothing to do with the deposit match portion of the bonus... BS!

It wasn't until over 24hrs of me sending the original email telling them which bonus I wanted that I ended up receiving the cash portion and it was late at night so I was going to bed shortly after receiving it.

I figured the clock would have started when I received the entire bonus seeing as how had I started playing I likely wouldn't of received the bonus cash.

This is the email I received from them...

Thank you for reaching out to us.

Your Welcome Bonus was correctly credited as soon as you made your first deposit. Regarding the Extra Cash, it has no influence on the Welcome Bonus you received.

Based on the above, we reiterate the information already provided, keeping it as final.

Should you need any additional assistance, please feel free to reach out to us.

Kind regards,

Rafael

HappySlots Team

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please forward me the promotional email you received from the casino containing the cash bonus that you wanted to activate through live chat? My email address is veronika.f@casino.guru.
• Am I correct in understanding that you made your first deposit and activated the first deposit bonus with that deposit?
• Please send me a screenshot of your bonus history from your casino account.
• Are both promotions currently active in your account? Have you started wagering either of the bonuses yet?

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

Dear Jasongaming22,

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.