The player from Germany is dissatisfied with the bonus he received from the casino. The casino responded and remedied the situation by awarding the missing bonus. The player confirmed the issue was resolved.
NightRush Casino - Player is dissatisfied with a bonus.
Amount: €20
NightRush Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
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1 year ago
Translation
Hello Casino Guru Team,
I need your help again.
I deposited €20 in the casino on April 2nd, 2023 because it has a good rating and a good offer with a 55% bonus and 176 free games was emailed to me.
Unfortunately there was immediate disappointment, no bonus as promised via email. Only 44 freegames in the account for the first day. The next day only 5 or 10 free spins. Asked in chat today, there are no free spins. I would have no more money in my account and my free spins would be gone. Reference was made to the Bonus Terms, but I don't see anything there.
I see that as cheating. Please help.
Thanks very much
damian
Automatic translation:
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1 year ago
Dear DamianSt,
Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience.
Would you be able to provide a link to the bonus or provide a screenshot of the bonus and associated bonus terms and conditions? How did the casino explain the free spins were supposed to be awarded?
I'll await your reply.
Best regards,
Tomas
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1 year ago
Do I understand correctly the casino didn't grant you the 11€ portion of the bonus (55% of 20€)? Did you redeem the free spins in the 'client area'? How many free spins did you redeem in total?
11.To get any deposit bonus credited to your account, you need a deposit of at least 10 EUR amount in equivalent, unless stated otherwise in the bonus requirements. To use the free spins, you need to visit your client area, open the "Bonuses" tab and activate the ones you need. They will then become available for the corresponding slot. In some games, free spins will be available without activation (see the terms below).
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1 year ago
Translation
Hello Tomas,
That's exactly how it was. In the chat it said 55% doesn't exist for me. But the 176 free spins. On the first day I was able to activate 44, but then it was over because I had no more money in my account. That was the reasoning behind the casino...
Best regards, Damian
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1 year ago
Hello, DamianSt
We are sorry for what you've experienced with our casino.
In cooperation with our relevant team, I can tell you that an amount of 55% of your deposit was added to your account. The rest amount of the Free Spins will be added in the coming days respectively.
We'd like to express our gratitude for taking the time to provide such valuable feedback about this situation and apologize for any inconvenience this may have caused.
Feel free to reach us if there are any extra concerns or questions. We are ready to assist.
Sincerely, NightRush Casino
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1 year ago
Translation
Hello Nightrush Casino,
The €11 bonus was now on it. Thanks very much. Now the free spins are missing. I wonder why something like this doesn't work automatically. Does the player always have to say please, please?
Best regards
damian
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1 year ago
Thanks for the reply to both parties.
DamianSt,
Do I understand correctly the free spins will be available to you to redeem in the client zone, each day? Did the casino specify when these will be made available to you?
Please keep us updated.
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1 year ago
Translation
Hello Tomas,
In fact, there are still no free spins in the account.
Best regards
damian
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1 year ago
Translation
Hello Tomas,
I was now able to activate the next 45 free spins in the chat. But it wasn't in the account.
I hope it will continue in the next few days.
Thanks a lot for your help
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1 year ago
Thanks for your continuous updates. Please let me know if the bonus was awarded to you in full and if not if you were able to contact the support and remedy the situation with their help.
Looking forward to hearing from you.
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1 year ago
Hello, DamianSt
Our Support Team has added the remaining amount of Free Spins.
Also, we added extra 90 Free Spins as compensation for such a long delay. Go there and enjoy!
We're happy to help you, and if there are extra concerns, please contact us in live chat.
Sincerely, NightRush Casino
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1 year ago
Translation
Hello,
Thank you, the free spins were there and even a lot more games. Thank you that it still worked.
Tomas, thanks for your support!
So the case can be closed.
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1 year ago
Dear DamianSt,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you and NightRush Casino for your cooperation.
Please do not hesitate to contact our Complaint Resolution Center if you run into issues with any online casino in the future. We are here to help.
Best regards,
Tomas
Casino.Guru
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