Freshbet Casino - Player is experiencing difficulties with promo free spins.

This is an absolute joke. You sent me this on Tuesday and I deposited money. The spins weren't activated and I contacted your live chat after about half an hour. They apologised and added them manually because there was a problem. The chat ended and it still didn't work. 

The next day I contacted your live chat again and spent the best part of an hour trying to fix a problem that should have been very easy. They too added the free spins manually And again it didn't work. 

I've contacted your live chat tonight and spent the best part of another hour or more going through all of this again again and again. 

This is absolutely f****** ridiculous. 

I wish I'd never clicked on the email or depositing money. 

I asked the live chat tonight not to disappear and to make sure that I check the slots before she goes as the last two nights that's happened. She added the slots and said there was a problem with big bass and that I had to choose. So I selected one and she ignored me and put it on one that I don't like. 

Then she said she got it wrong and took them off and now has taken the spins away saying I haven't deposited enough money when I have and I can't access the live chat again. 

This is shocking that you are sending emails out to people offering a service and not delivering. 

I am not happy. I want to contact it by a manager.

To You natalie**********@hotmail.co.uk Tuesday, 21 May at 20:01

Reply-To: marketing@fresh-bet.com

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Dear nataliebeachhouse,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to ensure I understand your situation completely.

Could you please advise how much money you deposited and which promo code you entered to activate your free spins?

Could you kindly forward me the email with the promo you used? My email address is veronika.l@casino.guru.

Do I understand correctly that you received free spins from support, but they were added to a slot game you did not like? Were these free spins canceled by support, or did you play with them?

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 nataliebeachhouse,

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.

I submitted all this evidence on the live chat three times. How do you not have this.

I've spent about 3 hours doing this. It's an absolute joke

This is an absolute joke. You sent me this on Tuesday and I deposited money. The spins weren't activated and I contacted your live chat after about half an hour. They apologised and added them manually because there was a problem. The chat ended and it still didn't work.




The next day I contacted your live chat again and spent the best part of an hour trying to fix a problem that should have been very easy. They too added the free spins manually And again it didn't work. 




I've contacted your live chat tonight and spent the best part of another hour or more going through all of this again again and again. 




This is absolutely f****** ridiculous. 




I wish I'd never clicked on the email or depositing money. 




I asked the live chat tonight not to disappear and to make sure that I check the slots before she goes as the last two nights that's happened. She added the slots and said there was a problem with big bass and that I had to choose. So I selected one and she ignored me and put it on one that I don't like. 




Then she said she got it wrong and took them off and now has taken the spins away saying I haven't deposited enough money when I have and I can't access the live chat again. 




Then the staff said that there was a problem with big bass and in my area. So how come I could play it with cash but not on free spins.




This is shocking that you are sending emails out to people offering a service and not delivering. 




I am not happy. I want to contact it by a manager.

Could you please advise if you played with the amount you deposited, or have you not played anything yet?

I deposited the money accepted the bonus and nothing happened. I then realised they was taking my real money.

This has been Complained about three times. Will staff acknowledged it and added the credits three times still for it not to work then another staff member did the same. She promised it would work that another staff member did the same and then took it away from me saying I hadn't deposit it when I had just sort this out. It's a joke

I am sorry but if you have started using your deposited funds, we are unable to assist in reclaiming your bonus spins.

When you deposit money and begin playing with those funds, any associated bonus spins typically become void. This is because the terms and conditions governing bonus spins often stipulate that they must be used before the deposited money. If these conditions are not met, the bonus spins are forfeited.

This complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.