The player from Austria had only received 60 out of the advertised 200 free spins and had not been able to resolve the issue despite multiple attempts to contact the casino via chat. He still had 140 free spins pending. The Complaints Team had reviewed the situation and concluded that the player was informed of the terms stating he would receive 20 spins daily for 10 days. As the player did not claim the spins as outlined in the terms and conditions, the complaint was closed without further resolution.
Neon54 Casino - Player has not received all free spins.
Amount: €70
Neon54 Casino
Safety Index:Very highSafety Index
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9.3
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Closed
Our verdict
Unjustified complaint
REJECTED
Case summary
1 month ago
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1 month ago
Translation
I only received part of the 200 free spins. Despite contacting them via chat, I was kicked out every time. I still have 140 free spins available because I only received 60.
Automatic translation:
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1 month ago
Hello bestellungenduvan,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Neon54 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?
- Can you please forward a link of the bonus you wanted to claim?
- When was the last time you spoke to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
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1 month ago
Translation
- no
- https://m.11neon54.com/de/promotions/welcome-bonus
- today about 12:30 to 13:00 chat
Automatic translation:
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1 month ago
Hello bestellungenduvan,
It is clearly stated in the bonus terms that you should receive 20 spins daily for 10 days.
Can you please advise when exactly did you claim that bonus?
Additionally, please forward the communication between you and the casino to nikolas.b@casino.guru for further review.
Looking forward to hearing from you.
Regards,
Nick
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1 month ago
Translation
I don't read the terms and conditions. It says 200 free spins. I didn't get them, after a couple of days I contacted your support, to no avail. I was kicked out twice. Then again, after 30 minutes I contacted them. Then I was told I had to beg for it every day! Support that doesn't work!!!! You can't get a refund if you reverse it. With all due respect, this is bordering on fraud!!!!!!
Automatic translation:
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1 month ago
Dear bestellungenduvan,
Please note that it is the player’s responsibility to review the terms and conditions, and the casino is not accountable if they were not read.
As stated in the terms, you are eligible to claim 20 free spins each day. However, if they were not claimed, they unfortunately cannot be recovered.
If there is anything else we can assist you with, please let us know.
Best regards,
Nick
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1 month ago
Translation
Forget it, you might be under a blanket.
be ashamed
Automatic translation:
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1 month ago
Dear bestellungenduvan,
It is not our or the casino's fault that you do not read the terms and conditions - the bonus terms for the free spins were clearly explained there.
Please keep in mind that you should never even register into any online casino before reading it's terms.
We will be now closing the complaint for the above stated reasons.
Regards,
Nick
