Las Americas Casino - The player's bonus was unusable.

I made a deposit with a coupon for 100 no wager spins on a game called Coins of Luck. I think the min deposit was around 25 or 30 usd but by the time it was converted to aud it was close to $50. Anyway the selected game is restricted in Australia so I can't access the free spins.

Now for some unknown reason live chat is literally NEVER open or available, yes I've tried all hours of day and night but only once have I seen live chat available but unfortunately that was before this particular deposit bonus drama.

So I've written at least 10 emails to the support@lasamericas address and not once have I received a reply. I've been logging in at least 20 times a day to try and catch the illusive live chat but I'm pretty sure that option of so called "support" is just a myth.

Needless to say my 100 wager free spins have now expired and I'm feeling absolutely frustrated and ripped off. Usually if a game is unavailable the spins get moved to a different game that is accessible. There was nothing in the T's & Cs about an alternative game either.

I wouldn't have involve a third party but communicating with the casino is impossible. So I'm hoping you can please help.

Cheers.

Hello Smurfin123,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Las Americas Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and if yes, since when exactly? Was this the first bonus you claimed in the casino? What happen with your deposited money? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hi Nick,

14th of February was when I made my first deposit and used a depobonus which was all good, although the bonus didn't cancel when reached zero balance like it was meant to. That prevented me depositing with another bonus as I couldn't cancel the first one, it just stayed active. Whenever i tried activating a new bonus it wouldn't allow it, just saying i already have an active coupon. I had sent heaps of emails to the support email before then requesting somebody cancel the bonus but got no response.

I eventually got someone on live chat on 15th of March and asked her to cancel the bonus, which she did straight away.

I had uploaded my verification documents on Feb 14th prior to depositing and they had not been assessed so while I had the lady on live chat I queried her and she said they are all approved and my account is fully verified.

So I figured then it was safe to make a second deposit and use the bonus that I had gotten in an email, which is the one I'm having issue with now. The deposited money went straight into my account which I played with and unfortunately lost within about 5 minutes.

I have only had contact with the casino that one time on chat and that's it, no replies to my 20+ emails sent to support.

Hello Smurfin123,

To summarize, the free spins you could not use and expired was part of the first bonus or the current one?

Did you try to ask the casino to give you the free spins to a game which you are allowed to play?

It's all good, I finally got thru on live chat and the chick gave me the spins on a different fame, even tho the bonus had expired, which I thought was a nice gesture.

I downloaded a vpn app and after I done that was when I got thru to someone... dunno know if that's why or if it was just coincidence.

Hello Smurfin123,

Do I understand it correctly that the complaint may be considered as resolved?

Dear Smurfin123,

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.