Mr. Vegas Casino - Player is unable to access her bonus.

aniendorf3

Novice

I copied this from another complaint from same casino as I am complaining and it is exactly the same complaint as my own.

1 YEAR AGOOriginal

Translation

Paid in with a bonus that I couldn't activate, after a few questions about the bonus I was just put off and should identify myself again with several security questions after each email, only to then not receive an answer ... the whole thing was carried on until The bonus was then forfeited .. Meier opinion in pure fooling and rip-off! Never again .. !!!

Doesn't exist

Dear dianetinga,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

• Have you redeemed any promotional offers from this casino in the past?
• What was the exact reason why a promotional offer couldn’t have been applied to your account?
• Could you please advise if you have tried communicating this issue with the casino? If there’s any relevant communication, please forward it to petronela.k@casino.guru.

Meanwhile, please understand, that we can’t penalize the casino for not giving you a bonus automatically.

Thank you in advance for your reply and I hope we will be able to help you as soon as possible.

Best regards,

Petronela

Dear dianetinga,

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.

what information do you request from me now? I will be happy to answer, on your last email I did not see any question, just said to reply? I had sent some information through email.. I can not send the conversations to this site because when I download the conversation , the file says it is not supported and I can not open it.. I can only send it to your email at petronela.k@casino.guru. which I have sent the messages yesterday.

below here I copied and pasted a mail I sent posted to mr vegas.. it shows my ref# 555281731

from:diane t**** <diane.t****@gmail.com>to:Support <support@mrvegas.com>

date:Dec 13, 2023, 6:23 PMsubject:Bonus ref# 555281731mailed-by:gmail.com

Additional player's comments:

• answer to question 1, is no, I have not redeemed any promotional offers from this casino before.
• I don't know the reason the promotional offer was not applied to my account because they even told me in conversations that it was applied, but when I went to use the free spins, there was a blockage so I couldn't use them. The casino told me they would take that blockage off, but they never did.
• I have tried communicating many times with the casino within line chat and email support with no success. I will see what conversations I have that I can attach to show you some examples.

Thank you very much, dianetinga, for providing all the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello, dianetinga!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

Hello there,

We see that the user reported issues with activation of enhanced welcome bonus offer code, to our customer support live chat on the 13th of December.

An escalation was made, which was processed shortly after, with this offer of "100% up to $ 400 + 250 Book of Dead Spins" being manually added to the player's account.

There were unfortunately further issues for the player, as they were not able to use the token for 250 extraspins, which they reported to the customer support also on the 13th of December, where an escalation was again raised.

The following day in the morning of the 14th of December the escalation was processed and the token for 250 extraspins was replaced to a token for 250 freespins. The player was advised via e-mail at 09:36 that the token had been replaced, but we cannot find that this replacement token for 250 freespins was ever activated, and it ended up expiring on the 21st of December due to not being activated within 7 days.

We've not had any communications from the player since the morning of the 14th of December, where we advised that the extraspins had been replaced.

We assume that the player may have missed our e-mail the morning of the 14th of December, and therefore not logged into their account or reach out to our support to follow up on this matter.

To resolve this, we are willing to add a new 250 freespins token to the player's account. In this regard, we are also willing to re-enable the 100% up to $ 400 deposit bonus, which seems to have been forfeit by the player during this incident, but we must advise, that this deposit bonus may only be re-enabled after the activation of the freespins token, due to bonus conflict caused by the token having to be replaced.

Is this a satisfactory solution for Mrs. dianetinga?

Kind regards.

Team Videoslots.

This was the only email I could find from Dec 14th, which was through chat other then they'' how did we do in chat conversation'' and I responded the the 250 free spin token was still not working as you can read in this text. Anyway yes if they are going to give me my token and I hope it works this time and not hours and hours of texts that don't fix the problem, then sure, I would be happy to have them.

I also did try to contact support again , but no one responded to me

dianetinga, thank you for your response!

Team Videoslots, it seems like tha player has agreed to the suggested resolution. Please, let us know when above-mentioned bonuses will be added to the player's account.

Hi Pavel, dianetinga,

The 250 free spins for Book of Dead have been added, once dianetinga confirms she has activated it, we will re-activate the deposit bonus as well.

Kind Regards.

Team mrVegas.

I received the free spins and it went through with no problems this time.

Thank you for all your help

Hi dianetinga,

Glad to hear it, the matching deposit bonus has now been also re-activated.

Kind Regards.

Team MrVegas.

dianetinga, Team MrVegas,

as of now, at seems like the desirable result has been reached. Therefore, I would like thank all sides and close this complaint as resolved.

dianetinga, if you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. Our goal is to assist you.

Respectfully,

Pavel K

Casino Guru Team