Pocket Play Casino - Player complains that they didn’t win anything.

Well, being a new casino and all... my deposit was NOT met with the said 100% bonus nor the free spins. I put my issue in with CHAT, and apparently no one is working as I cannot receive anything until ?? the technical department must do the fix. So, I played my deposit, and for having all the big names in providers, not one (and I played a few!) not ONE hit, and by hit, I mean winning more than my bet! (at 25 cents)... can't say I'm impressed. Will follow up with what TECH decides to do.

Dear SuperKyzer,

Thank you very much for submitting your complaint. I want to inform you that we cannot make a case solely based on what you are describing. Sometimes you might get lucky and sometimes not; that's how casinos and casino games work. I would recommend reading our article about Payout ratio (RTP): https://casino.guru/learn-about-games-of-chance-rtp-variance.

If you have more information that would help our case, please forward it to me. Unfortunately, at this time, if we don’t have any evidence proving that something unfair is going on, there is nothing we can do.

Lastly, since you have played your deposited funds and didn’t wait for the bonus to be applied manually, I’m afraid there’s nothing we can do about this issue either. Please understand, that we can’t penalize the casino for not giving you a bonus automatically.

Please do not hesitate to contact me if there is anything else, I could do for you regarding your complaint.

Best regards,

Petronela

Thank you for the response! 🙂

I guess perhaps I was misunderstood, the RTP was bad (yes it was) but that's part of gambling.

I guess my concern was that I deposited money and was told that I'd have to wait for tech to "fix" the fact that I didn't receive a bonus/freespins. I've played many casinos and the lack of enthusiasm for making the customer happy was sorely evident. (At that time)

Good news is they've given me the bonus match and the freespins.

Thank you very much, SuperKyzer, for the update. Do I understand it correctly that your problem has been resolved? Do I have your permission to close this complaint or there’s anything else we could help you with? Thank you in advance for your reply.

Yes please. Close the complaint. Thanks!

As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thank you very much, SuperKyzer, for your confirmation and please don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.

Wish you all the best for the new year 2021 😊

Best regards,

Petronela

Casino.Guru