Roobet Casino - Player received less free spins than promised.

They sent me a promotional email saying that if I deposited $150 I would receive $150 worth of free spins. I made the deposit and they credited me only $30 in spins. Then when I complain they admit they made a mistake but refuse to do anything to correct it.

Dear Luka7,

Thank you very much for submitting your complaint. I’m sorry about your issue with Roobet Casino. Please forward me the promotional email and any other relevant communication between you and the casino to veronika.l@casino.guru. Alternatively, you may post it here.

I hope we will be able to help you resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards

Veronika

I have posted everything here. As you can see the casino have already admited that they are in the wrong and didn’t honour the promotion that they advertised yet somehow they refuse to do anything to correct it

We do apologize for the confusion caused by the copy in that email, however here is a photo of the same email that includes the official terms of the promotion.

The terms indicate that what the player received was exactly what they were intended to.

Well the terms and conditions aren’t meant to contradict what the main header of the promotion is saying. And you ran this promotion for multiple days you could have sent out another email correcting the mistake instead of letting people deposit for a promotion that you weren’t going to honour

Although it is true that the fine-printed Terms and Conditions state the monetary amount of the free spins, the big promotional header shows free spins worth $150, which we consider to be a false and misleading advertisement. The players may deposit a higher sum with the expectation of getting free spins of a higher value.

Dear Luka7, have you already played with the $30 free spins you received? When did you contact the casino about the mistake in the promotional email?

Hi yes I played my free spins for $30 and won some money and withdrew it. Obviously I am asking the casino credit me another $120 of spins and then I would have been credited the correct amount of $150. I contacted them through their live chat as soon as I realised that the spins I was playing were only worth $0.20.

I'm sorry but since you used the $30 spins, you basically accepted the casino's terms. By accepting and using the free spins that were provided, you essentially agreed to the terms and conditions of the promotion, even if there was an error in the value of the spins sent. Therefore, you are not eligible for any additional spins beyond the ones you received. The fact that you used all the credited spins, won money, and successfully withdrew it suggests that you fulfilled the requirements of the promotion and received the benefits accordingly.

Please let me know if there's anything else I can help you with.

Well it was impossible to know that the amount credited was not the correct amount before I had used them. All I could see on my account was that I had been credited 150 free spins. It wasn’t until after I’d used them that it became apparent they were only worth $0.20 each.

The casino can take into account that I have received $30 of spins and credit me $120 worth of spins and then I will have received the advertised amount of $150

I'm sorry but as I mentioned before, since you've used the spins and successfully withdrew the winnings, you accepted the casino's terms and they are not obliged to give you any more spins. Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Kind regards

Veronika