Parimatch Casino BR - Player is criticizing false advertisement of bonus.

My Account ID 763308218

On the 01/04th I deposited with a bonus of 120fs in this casino for a deposit of 25$ after well 60fs would be credited at the same time and another 60fs in 24 hours and I am until today 05/04 waiting for my 60fs to be used I try to contact you by chat By email I don't have my problem solved they just say that they have already moved to another sector and they close the chat I have a print of everything and proof that they acted in bad faith with me with misleading advertising very bad casino I do not recommend to anyone

Dear kakacaufamann04,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please advise which exact bonus you activated? Please forward its ling or the promotional offer email to petronela.k@casino.guru. Were those Free Spins for a specific slot machine or for any game?

Thank you in advance for your reply and I hope we will be able to help you as soon as possible.

Best regards,

Petronela

Yes, I sent the email already with the prints and the game in which the hand of Midas was played

Thank you very much, kakacaufamann04, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@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.  

Thank you, I'll be waiting

Hi kakacaufamann04,

I've reviewed your case and fully understand your concerns. I'll try my best to help you with the issue by contacting the casino.

I'd like to ask Parimatch Casino to join this conversation and share more information regarding the case.

Can you please provide any reasons why the player has not yet received the second batch of Free spins?

Thank you.

Best regards,

Tomas

Dear kakacaufamann04,

We would like to inform you that a request has been created regarding your question, which has been reviewed by casino specialists. 

To get the second 60 spins, you had to activate that particular promotion in the casino bonuses section. Unfortunately, you did not do this, so the free spins were not credited to your account. This promotion has now expired. 

We are constantly updating the list of available promotions - please check the relevant sections of the website for the latest offers. 

We wish you a good game

I activated the promotion so much so that on the day of the deposit the 60 free spins dropped and in 24 hours 60 free spins would drop and it didn't fall it was your mistake because I couldn't even activate the spins I entered the game and didn't show up when depositing it's good for you now comply with the promotion you ignore never deposit in that house again and I do not recommend it to anyone

Dear Parimatch Casino,

We understand that this situation may happen, but could you please share with us the T&Cs for this specific promo? I cannot find anything about the requirement of activating the second batch of Free spins manually.

Upon looking at the screenshot provided by the player for this specific bonus that has been received via email, it just says the next 60 FS will be received in 24 hours.

Thank you in advance for providing the information.

Kind regards,

Tomas

this Print and the proof that they don't comply with the promotion because nothing was credited in 24 hours

This email arrived in 24hrs but I tried to activate it and it didn't, I entered the game and the rounds did not enter

Dear kakacaufamann04,

So if I understand you well, you first activated the Free Spins and just then entered the game?

Kind regards,

Tomas

I activated the promotion and deposited it, 60 free spins immediately appeared on the screen and in 24 hours another 60 free spins were going to fall and it didn't fall, understand? This print of 60 free spins was after 24 hours that they sent me I clicked on the link and I couldn't use the spins because they didn't appear in the game

Dear kakacaufamann04,

Thank you for explaining it. However, we are still waiting for the casino to reply. The main problem is that this promo has had no mention in T&Cs about the requirement of activating the second batch of Free spins manually.

Kind regards,

Tomas

Dear kakacaufamann04,

As a matter of loyalty, we have renewed this promotion for you. You can activate free spins in the Casino Bonuses page. We wish you a pleasant and successful game! 🍀

Dear Parimatch Casino, that is good news!

kakacaufamann04, could you please confirm that this is correct and that the matter is now resolved?

Thank you both.

Kind regards,

Tomas

Dear kakacaufamann04,

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.

Dear all,

Even though we assume that the issue has been resolved, without a confirmation from kakacaufamann04, we are forced to reject this complaint.

The player can reopen this complaint anytime.

Kind regards,

Tomas