Paradise 8 Casino - Player complains that they didn’t receive Free Spins.

My issue has to do with Customer Service. Two Live Agents in particular. I have had issues with these two at other casinos as well but since my problem that will not get resolved is at Paradise 8, I will just stick to that Casino for now. I was issued a promotion for 108 free spins at .15 cents to use on Oceans Treasure. I like to use promotions as a chance to try new games that I normally wouldn’t play.Well I go to the game and it doesn’t display the spins. I even try to spin just to see and it says balance too low. So I begin my journey with Customer Service. I explain my issues and Im told how to find the game. I told them that I knew location of the game and that my issue was the game wasn’t giving me the spins. So this discussion on this simple issue goes on for a week. 3 separate live chats and the course of many emails after they stopped answering me on live chat. Yes, you read that right. They actually stop answering. Now this whole time I have put a lot of consideration into a language barrier and maybe they just aren’t understanding your question but from the responses you know that they are fully aware. I have read every forum and review I could to find and see if maybe I might be mistaken about the two agents but when you start seeing other reviews that name them personally, you get the picture. And by the way, I have lots of pictures and emails if someone wanted to dispute these claims. All of this giving me same answer over and over even after I show pictures of the problem and not answering anymore mid chat is not worth losing a customer over, because this all is over 108 spins that I would have likely gained 8 dollars on anyway. Well my main point is that everyone is free to do what they want but I wont deposit any money there simply because if they can’t get my bonus right without a week of hounding them, how would they be with my withdrawals. The choice is yours but this is my experience. If you have an issue with live agent, dont waste your time and email support. You will get the same agent which is mind boggling to me.

Dear JasonJ41583,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please advise which exact bonus you have tried to redeem? Have you received the promotional offer inside your casino account or you've tried activating through a bonus code? Did you receive any explanation why your Free Spins haven’t been activated?

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

Thank you for the response. I understand it is hard to penalize them. The bonus is active. It is for 108 spins at .15 cents on the game Ocean Treasure. When I go to the game my spins aren’t there. I can attach pictures of exactly the problem if desired. When I explain this to live agents they simply tell me how to locate the game. I tell them and showed them pictures to let them know I have no problem locating game. The game itself just doesn’t have my spins available. I have had multiple live chats where they just won’t respond and emails where they just type same response over and over even after I tell them that is not fixing the issue. Thank you for any help you can provide.

So the promotional offer was available inside your casino account, is that correct?

Yes

Im not worried about the bonus spins anymore. If you want to devote your resources towards my other complaint where I was actually cheated than I would greatly appreciate it.

It seems several other casinos are doing the same. They send me free spins and I read all the terms and agreements before I try. Well the site will accept them but not let me use them. Im thinking my email address is associated with all my problems. They are treating me differently because of current issues. It’s frustrating for sure

Any luck so far?

Thank you very much, JasonJ41583, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@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?

Hello, JasonJ41583,

I am sorry to hear about your negative experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Paradise 8 Casino representative to join this conversation and participate in the resolution of this complaint.

Dear Paradise 8 Casino Team, could you please state the reason why the free spins are not available in the player's account/mentioned game? Can you please check it with the responsible department?

Thank you in advance for providing the information.

Hi,

I'm not sure why this complaint is being made when the player already played the 108 Free Spins on March 2nd. Perhaps the player has forgotten about that experience and returned at a later date to try to claim the free spins again. As per our terms, The Free No-Deposit Sign Up Bonuses are restricted to maximum 1 bonus per player, account, household, IP address, email address or computer.

I'm attaching screen shots where CasinoGuru can see the wagers on Ocean Treasure and the $28.86 added to the player's balance after the spins were completed.

We will review the communication with our support team and try to improve in any area we feel we didn't perform at optimal level.

Best regards,

Paradise8 Management

Glad to hear your side. That is a great point. Hard to argue that I may have played them and forgot I used them. Except the pictures I have contradict what your saying and the pictures you have. Now that is weird. So either we are looking at two different things or one picture is wrong. I will email both of you the picture I have because it’s hard to put a screenshot on here. Basically, looking through my records that are found on your site. I activated this bonus on 3-02-2022@ 20:34 est. The very next line says this bonus was completed on 3-12-2022. So two things come up here. One is a bonus lasted me 10 days? Wow I was doing good. The second question that rises from this is, Isn’t it weird that the bonus would be completed on the exact date that I wrote this complaint. Please help me to figure this out. I think the bonus was activated like I have said from beginning but I was never allowed to use and it was shown as completed same day I wrote this complaint. Thank you and kind regards.

Hi,

The bonus was redeemed on March 2nd and finished the same day.

From you promotion history, it seems you have completed the following promotions:

1. 108 Free Spins (Ocean Treasure)!!
2. 200 Free Spins (10xWins)
3. $7 Free Welcome Token

On the 12th, you were trying to redeem the 108 Free Spins (Ocean Treasure) promotion again. Your account was no longer eligible for that promotion and you could not play the Free Spins again. The promotion was thus terminated on that day, and the cashier record shows the last activity with that promotion (the termination of the second attempt to claim it).

At this point it seems you are looking to exploit the casino for free spins when you've already been granted 3 no-deposit bonuses.

These kinds of complaints are not worth our time, CasinoGuru please reach a quick resolution. We will refrain from further commenting on this complaint. We have provided ample proof that the customer received the promised spins, plus much more.

Best regards,

Paradise8 Management

Was never my intention to exploit your casino. It really hurts me to hear you say that. Nicest word I could think of. Just seems to me I wouldn’t have the evidence or live agents not telling me the same if this were the case. However close your case. I wont nothing from them. Thank you for your help with this Casino Guru

Dear JasonJ41583,

After gathering all the necessary information we are rejecting this complaint as unjustified.

Sorry, we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.

Thank you very much, Paradise8 Team, for providing all information and for your cooperation.

Best regards,

Branislav, Casino.Guru