MrSuperPlay Casino - Player’s struggling to use her comp points.

I deposited in the past, played and build up compoints/loyalty points. I used my compoints/loyalty points to buy bonus funds. I did received bonus funds but cant play at any of their online games. I went to live chat and they said They cant tell me from their side I need to check what games I can play with the bonus funds on my side. I asked also to give me the name of approved provider. Its just they cant give me names of games I can play with bonus funds.I selected every single provider with their games and I just get errors. Live chat cant help me. How do you use your Loyalty/compoints that you build up for rewards but cant use it.

Dear Smitvallary1988,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. I have checked the general terms and conditions, and this is what I found (here):

"Rewards

In order to receive points and/or purchase an item with the points via the store, a Player must make at least one (1) deposit. points and items are subject to limitations as set in the applicable terms and conditions. Any use and/or redemption contrary to those terms and conditions is null and void.

Items purchased via the store will expire after 30 days from the date of the purchase.

All items purchased via the store must be wagered a minimum of 50 (fifty) times in 30 days; failure to do so shall result in the expiry of the points and/or in revocation of all winnings generated from such bonuses.

Winnings generated from free spin bonus purchased via the store are limited to R400

Winnings generated from items purchased via the store are limited to the lower of (i) 3 (three) times the items amount (and in the case of free spins – the bonus amount equals the winnings received from the free spin), or (ii) the total amount of deposits made by the Player until the date in which the bonus was received as a prize or redeemed at the store.

All items purchased via the store are subject to all other items terms and conditions."

Could you please advise if any of the slot machines are available to play with real money funds? Have you had any game sessions prior to trying free play with your redeemed comp points? If there's any relevant communication, please forward it to petronela.k@casino.guru.

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Thank you very much, Smitvallary1988 , for providing all the necessary information via email. I will now transfer your complaint to my colleague Matej (matej@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello Smitvallary1988 (Val)

I am sorry to hear about your troubles.

It looks like the casino has truly some problem with this bonus.

Did you show the screenshots to the casino support?

Did you try to contact the casino via email?

Hi Matej, I did not thought to contact them via email as I was under the impression that its the same support as the same as Live Chat.

I did show screenshots of the errors in live chat yes.

If you say, the casino have trouble with the bonus, what do you mean?

Best regards

Please try to contact the casino via email and ask support which games you should play with the bonus or where the problem is. 

In most casinos, live chat is the first layer of support, and email support is usually better trained and can help you more with technical issues.

I meant that from your screenshots, it looks like some technical issue with that bonus you took.

So before we contact the casino here, please try email support.

Ok, I will do and keep you up to date for any response.

Best regards

Thanks. 

I will keep the complaint open, and we will see what support answers.

Hi there,

I did make contact with support via email.

I have received no reply from Mr Super Play as of yet.

Regards

Let's wait a bit more, please. This casino doesn't have an account with us. Meanwhile, I will be trying to find some contact in the casino.

Good day,

The Casino did reply to my email and said what game to play, yet its still not working.

Sorry for the troubles.

Please see attached screenshots.

Best regards

Dear Smitvallary1988 (Val).

I would like to help you more, but in this situation, I believe the casino support can assist you far better.

Please follow their instructions and update the situation here. If you are again stuck, we will contact the casino representative.

Hi there, hope you well Today. I got a new reply and AGAIN no luck. My bonus fund is about to expire 9 October 2022 and never played a sent with the bonus funds.

they give me 3 game options, Bonanza does not show on their list of games, 24kDragon and Sweet Alchemy not working.

Please see screenshots. I just want this problem to go away. Thank you again for all your trouble.

Regards

Dear Smitvallary1988 (Val).

Could you please contact the support again and ask them if they could issue you the bonus again/ or a similar bonus as compensation?

Dear Smitvallary1988,

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.

Good day,

They actually did it before me asking. Still its not working , I've send them an email again, I am awaiting a reply.

Will keep you updated when they reply 🙂

Regards

Val

Dear Smitvallary1988,

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.

Good day,

Thank you for your assistence, I will keep you updated.

Regards

Hi there,

Still no reply...I will never play at this casino again.. Please players, think before you deposit/play @ this casino. You will waste your money and time.

Dear casino representative, could you please help Smitvallary1988?

We would like to ask the Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Good day Matje,

I just received a email that my bonus have been updated again.

I can confirm that I can use my bonus funds to play.

I just want to thank you for all your help.

According to me this complaints has been resolved.

Thanks for Casino Guru being there for all customers around the world.

Keep care and stay safe!

Fantastic news, I almost lost hope that the casino would solve this.

I will now mark the complaint as 'resolved' in our system. 

I appreciate your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Have a nice day.