The player from Germany is struggling to cancel the existing free bonus and activate a new promotion. The issue was successfully resolved.
NetBet Casino - Player is experiencing difficulties to activate bonus.
Amount: €15
NetBet Casino
Safety Index:Below averageSafety Index
Casinos with a Below average Safety Index usually have an unfavorable ratio of their number of visitors to relevant complaints submitted by players. It means that this casino has probably treated some players unfairly in the past.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
4 years ago
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4 years ago
Translation
I cannot use any bonuses as I always see that I have to use up the free spins that are still open. Nowhere does it say where the free spins are and the live chat gives false information. I just don't get an answer by email and WhatsApp.
Automatic translation:
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4 years ago
Hello,
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. Have you redeemed Free Spins in your account by yourself or they’ve been activated automatically? Could you please check, if possible, how many Free Spins are there and how many days ago the promotion has been activated?
I have checked general terms and conditions, and this is what I found https://casino.netbet.com/welcome-bonus:
"Once accepted, Free Spins will be playable within 7 days from their issuing date on selected slots only: Age of the Gods, Age of the Gods - Fate Sisters, Age of the Gods - Furious Four, Age of the Gods - Goddess of Wisdom, Age of the Gods - King of Olympus and Age of the Gods - Prince of Olympus, Age of the Gods - God of Storm."
If there’s any additional relevant communication, please forward it along with your bonus history 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
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4 years ago
Translation
I didn't activate it, but definitely won over 50 in the battles and on the Bonanza wheel, where there was a technical problem, where I still have no answer, just like on WhatsApp
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4 years ago
Thank you for your reply. I will now transfer your complaint to my colleague Peter 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.
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4 years ago
Hi RCSCrew,
I looked at your case and understand your situation. I will contact the casino and see if I can help.
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4 years ago
Translation
There is absolutely nothing I can do about it because the games don't even open.
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Automatic translation:
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4 years ago
Hello Mr RCSCrew
Thank you for bringing this up to our attention and I am sorry that you are encountering these issues.
I have checked your account and regarding the complaint about you not being able to play bonuses, I've noticed that you have actually completed some bonuses and also have a new one active on your account.
In regards to the game not working, I've priotized the issue with our tech department and they will fix any issues, also you will be contacted by our CS team.
Thank you for your understanding and patience,
Eduard
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4 years ago
Translation
Still the same. It shows me that on all kinds of games. What I find worse is that I haven't received an answer on WhatsApp or by email to date.
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4 years ago
Hello Mr RCSCrew
In order to help with the games not working, we need from you an email mentioning the name of the games not working, with the screenshots, device info, browser version and type of internet connection used.
Thank you for your understanding and patience,
Eduard
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4 years ago
Translation
Hello, the status is still that I cannot use all Vegas games
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4 years ago
Translation
As an addendum, Livechat Customer Service said this is a technical problem where two actions are blocking each other. When IT fixes it, let me know. And this has nothing to do with my devices. It doesn't work on Windows either.
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4 years ago
Hello,
We are currently investigating as it has been mentioned here, I've also prioritized the issue to have it solved as quick as possible.
Thank you,
Eduard
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4 years ago
Translation
Netbet got in touch and offered a fair solution. The problem was that I tried to log in from the Czech Republic and the Vegas account was blocked. As a consensus, Netbet sponsored me 50 high quality free spins. Thanks to Casino Guru. The solution took a long time again. It's always a shame because Netbet is actually a top casino. But when it comes to paying out, for example, far back. Sometimes it takes a week and the money is always readily available. So thank you guru
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4 years ago
Hello,
I am happy to see that you have received a solution.
Now in regards to the payments, we are changing our processes and I can promise that very soon that won't be an issue anymore and you can enjoy our Casino to the fullest.
Thank you,
Eduard
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4 years ago
Thank you RCSCrew and Eduard for the replies.
I'm glad to hear that the issue got resolved. I will now mark the complaint as 'resolved' in our system. Thank you RCSCrew for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.
Best regards,
Peter
