RubyFortune Casino - Player's not able to play with free spins.

I received an promotion email from the Casino that with my next deposit I would receive 50FS for slot Chilli Inferno. I did receive my FS but not able to play them. I get the error that my session is terminated and I need to close the game.

I had a chat with on of their staff through live chat option and was told that query has been escalated and was given a reference number to follow up.

I did follow up twice and was told that the issue is not been solved still. Its been more than 48 hours and now if I try to chat via live chat even though I am at the 1st position in the queue no one will come to answer. I have waited 10-15 mins where it usually took less than a minute before so I guess they are just trying to ignore me.

I didn’t file a complaint with Igaming Ontario as they never responded back to my another complaint for Ceasers casino for 8 months now.

Dear Yyzpb10,

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. Do I understand correctly that only this specific game has not been working for you? Could you please post here a screenshot of the error message you see when you try to play it?

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru, or alternatively, post it here.

Thank you very much in advance for your reply.

Best regards,

Kristina

Dear Yyzpb10,

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.

We received an email from Yyzpb10 confirming that he received the bonus. 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.