Royal Ace Casino - Player is dissatisfied with a bonus.

I redeemed a coupon that stated "If you've made a deposit then you can get 21 free spins every day for 7 days on Giant Fortune." I made a deposit then later redeemed the coupon but instead of 21 free spins it only gave me 14. I inquired with Live support who acknowledged the error and credited me the equivalent of 7 spins on that game, or $3.50. For the next three days I also only got 14 spins instead of 21. Again I inquired and was told since it was a weekend that the person they needed to speak with was not there and to check back in 1 to 2 business days. So I checked back 2 business days later and was told that the amount of free spins varies and there was nothing that could be done. It's my contention that if they say 21 spins every day for seven days then I should get 21 spins every day for 7 days. This all began with my deposit of $41 on June 1 2023.

Dear Papakeif,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please clarify which bonus you activated? If possible, please post here a link or promo code to the bonus offer you redeemed.

Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here.

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,

Kristina

Royal Ace has corrected the situation so I'd like to withdraw the complaint.

Dear Papakeif,

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 for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Kristina

Casino.Guru