The player from Switzerland didn’t receive a part of the Free Spin Bonus and the support wasn’t helpful with his problem. Player received also second set of free spins and he played it. We are rejecting this case as unjustified.
Gslot Casino - Player’s bonus has not been fully activated.
Amount: €20
Gslot Casino
Safety Index:HighSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
8.6
Gslot Casino has a Safety Index of 8.6, which makes it a safe casino suitable for most players. Explore this casino’s Safety Index
Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
3 years ago
Public
Public
3 years ago
Translation
Good day
I made a deposit on November 10th, 2020 coupled with a free spin bonus. This bonus includes 2 sets of 25 free spins. 1 set was played successfully. The other set could not be activated. For over 2 weeks there has only been one answer from support: "The problem has been forwarded to the responsible department". I find it hard to imagine that a long conduction would take 20 days. The live chat is highly uncooperative and provides ready-made answers.
Automatic translation:
Public
Public
3 years ago
Dear Ursin,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Would you be so kind and indicate, which bonus did you play with? Was it the third deposit bonus?
Could you, please, describe in more detail the problem with activating the second part of the bonus? Did you receive any error message, or you simply didn't have an option to activate it?
Additionally, please forward any relevant communication between you and the casino to kristina.s@casino.guru.
Looking forward to hearing from you.
Best regards,
Kristina
Public
Public
3 years ago
Translation
Good day. It was the second deposit bonus. I couldn't activate the spins. If necessary, I also have the chat history. The live chat answered me it was a technical problem on the part of the game provider. But since this has not happened for over 2 weeks and all other free spins could be activated with the same ambience without any problems, I decided to take the complaint path. This is because the support only refers me to technicians.
Automatic translation:
Public
Public
3 years ago
Ursin, thank you very much for your reply. Feel free to forward the conversation to kristina.s@casino.guru, so we can gather as much information as possible.
Public
Public
3 years ago
Thank you very much Ursin for your email. I will now transfer your complaint to my colleague Viliam who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.
Public
Public
3 years ago
Hello Ursin,
I looked at your complaint and will do my best to help you. I would like to invite Gslot Casino into this conversation. Can you please specify what was the problem with player's bonus and why it wasn't fully activated?
Public
Public
3 years ago
Dear Ursin,
Casino provided us with evidence that you received also second set of free spins and you played it.
Unfortunately, after gathering all the necessary information we are rejecting this complaint as unjustified. Sorry we were not able to help you with this one, but 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.
