The player from Switzerland had initially been unable to use the promo code in the casino. He had claimed to have signed up through a link on Casino Guru's website. The casino acknowledged that the issue had arisen because the player had not entered the promo code during registration. The casino then manually applied the promo code to the player's account, resolving the issue. The player had expressed satisfaction with this solution. We had marked the complaint as resolved.
Rollino Casino - Player experiences a Promo code issue.
Amount: 100 CHF
Rollino 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
1 year ago
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1 year ago
Dear Lapergola,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Rollino Casino.
Please allow me to ask you a few questions, so I can better understand the situation.
Did you contact casino support regarding the issue? What was their response?
If you have a conversation with casino support please share it here or send the information to my email at tomas@casino.guru
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
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1 year ago
Dear Lapergola,
We are sorry to hear about your negative experience at our casino, we have reviewed your complaint, the issue accrued because you did not enter the promotional code GURU100 during registration. After registration, you tried to activate the promotional code again inside the profile, but bonuses for the promotional code can only be received when entering the promotional code in the registration window, as this is registration bonus.
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1 year ago
Hello, i am sure that i signed up through the Link on Casino Guru’s Website.
Best regards
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1 year ago
Thanks to both parties for the reply.
Dear Lapergola,
Some bonuses require you to use the bonus code while making a registration:
If this is not done, the bonus often cannot be added retroactively. Have you asked the casino if they are able to add any alternative bonus for you instead?
I'll await your reply.
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1 year ago
Dear Lapergola,
Thank you for your patience and understanding throughout this matter.
We've reviewed the details, you can now enjoy the benefits associated with the promo code as we are pleased to confirm that the promotional code GURU100 has been manually applied to your account. We apologize for any inconvenience caused and appreciate your trust in our casino. Should you encounter any further issues or have questions, our support team is here to assist you.
Thank you for choosing Rollino Casino. We hope you have a wonderful gaming experience with us.
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1 year ago
Dear all,
Thank you for your reply and for this solution.
Best regards
Lorenz ****
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1 year ago
Dear Lapergola,
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 Rollino 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
