The player intended to play with a welcome bonus but came across several problems. The player informed us his complaint was successfully resolved.
Jinni Casino - Player experienced difficulties with a bonus.
Amount: €12
Jinni Casino
Safety Index:Below averageSafety 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.
5.6
Jinni Casino has a Safety Index of 5.6, which makes it a casino with a below-average level of safety. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
4 years ago
Public
Public
4 years ago
Translation
Hi there,
Since I have not received a single answer to 3 tickets for 3 days now, I see no other way than to file a complaint.
to the problem:
I received a May in which the said casino was advertised with a 100% bonus + free spins and I visited the homepage. When I registered and was still considering whether to give the casino a chance, I received an email from jinni in which 200% and 100 free spins on the first deposit had already been advertised. So I have a chance at the casino and paid the small sum of 12 euros. To my astonishment, there was only 100%.
So I looked for the live chat (which doesn't exist) and finally found at least one contact form. Completely relaxed, I reported that there was a small mistake.
I meanwhile looked around the site and found the wagering requirements € 12 bonus: € 0 / € 600 ..... in the terms and conditions it said 25x and in the email 40x that is 50x. So the next ticket opened and described or asked what the problem is.
I thought, then I'll just play the free spins while waiting.
None of the many isoft games worked, all of them stopped with an error (there is a problem with the game .... etc).
Now I felt like I was really shoved! The whole thing has been going on for 3 days now, without having received a single reaction.
Today I received an email from my "personal advisor" for the casino:
"As your personal concierge at Jinni, it is my job to always offer you the best service!
Since I have an individual offer as your personal advisor, I would also like to offer you another casino bonus on your next deposit with us, namely 100% bonus ! ....... "
Now I felt final, neither respected nor treated as a customer, and completely ripped off.
I still thought "ok, then I ask my concierge" so everyone explained again.
Well ... I don't need to mention that the mail has so far remained unanswered.
I am aware that this is a small sum. But I really think that NO casino should treat you like this
Automatic translation:
Public
Public
4 years ago
Dear Patrick,
Thank you for contacting Casino Guru and bringing this issue to our attention. I’m sorry to hear about your trouble with the bonus. To me it sounds like a series of technical problems and the casino should find a solution to the issue. I will contact the casino and we’ll see what their standpoint is. Do you agree?
Best regards,
Peter
Public
Public
4 years ago
Translation
Hi Peter!
Now I can finally make a statement, I couldn't do this yesterday, probably problems with my phone ...
The problem was largely resolved yesterday! only the free spins are still not playable, as all isoftbet games have the same status: break off with an error before starting.
In a nutshell: The night before yesterday I was asked by the casino for a more detailed description of the problem, which I submitted immediately. Yesterday everything was cleared up to my satisfaction.
There were actually technical problems.
The response times of the support remain more than sobering. I am currently waiting for the answer regarding free spins. I asked for an alternative free spins option.
if I get an answer by tomorrow, I'll add it here immediately!
I would like to thank you for your help anyway
LG
Edited
Automatic translation:
Public
Public
4 years ago
Translation
New status: No reaction to 2 inquiries regarding the free spins since the day before yesterday evening.
I would be very happy if you could intervene here. Thank you so much.
Edited
Automatic translation:
Public
Public
4 years ago
The player informed us his complaint was successfully resolved.
Hi Patrick,
Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. Thanks for cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future.
Best regards,
Peter
Public
Public
4 years ago
The player replied by email:
"Hello Peter, unfortunately not everything has been solved.
Free spins are not playable. I have said this to support at least 5 times. I haven't had any reaction since Tuesday. And I wrote to support 5 times.
for me it is certain that I will not recommend the casino to anyone. If you concentrate on lottery games and do not want to invest any time in the online slots area, then you should simply not offer online slots. This has never really happened to me in any casino!
if you would like to try to contact support again, I would be happy. If that doesn't work, please just leave it alone. Then just follow my rating and I'm done with Jinnilotto. Fortunately it was only € 12 !!"
Public
Public
4 years ago
Translation
EDIT: Last night the casino told me to make sure I open one of the games they listed.
now i feel really screwed. I have really written to the casino enough times that all ISOFTBET games do not work and that it is not up to me. Slowly I have the feeling that they are doing it on purpose and have fun .....
Edited
Automatic translation:
Public
Public
4 years ago
Hello Mr. Stüve,
We are very sorry for the inconvenience you have experienced. Be advised, that some technical issues have occurred and that we would never try to make your gaming experience uncomfortable in any way. As discussed via mail, our technical department is taking a deeper look into the issue, which they hopefully will be able to resolve as quickly as possible for you! If you have any further questions, please do not hesitate to reach out to us!
Public
Public
4 years ago
Hi Jinni Casino,
Has there been any news regarding the issue or have you found a satisfactory solution for both sides?
Public
Public
4 years ago
Hello,
I can confirm that the issue for Patrick has been resolved a couple of days ago. Furthermore, we would like to apologize for the inconveniences that have occurred, since technical issues do occur at times.
We really hope that you enjoyed your free spins and playing with us! :)
Public
Public
4 years ago
Translation
Hi there,
Sorry for the late reply, I was a little stressed.
The problem was solved to my complete satisfaction! It took a while, but I'm satisfied. Thanks again to Emily for the great support!
Edited
Automatic translation:
Public
Public
4 years ago
Hello Patrick,
We are very happy that the issue could be solved for you! :)
Public
Public
4 years ago
Dear Patrick,
Thank you for using the Casino Guru complaint resolution center. I'm glad to hear that your issue got resolved. I will now mark it as 'resolved' in our system. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Peter
