The player's bonus was not added to his account for an unknown reason. We closed the complaint as per the player's request.
Simba Games Casino - The player's bonus was not added to his account.
Amount: €5
Simba Games Casino
Safety Index:HighSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
8.4
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Case closed
Our verdict
Other
REJECTED
Case summary
2 years ago
Public
Public
2 years ago
Translation
I registered there on 12.7. When you make your first deposit, you should automatically get 50 free spins for Boof of Dead, so it is advertised on the German homepage. But I didn't get it. No one available in live chat, no reply to date. No response to email to support. I ask for help. Value of the free spins 5 Eur, 50 spins a bet 10cent.
Automatic translation:
Public
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2 years ago
Hello Gamblesempl,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Simba Games Casino. Please allow me to ask you a few more question before we would move forward.
Was this your first ever deposit into the casino? Can you please advise if you did meet all the conditions to receive the free spins?
Looking forward to your answer.
Regards,
Nick
Public
Public
2 years ago
Translation
Hi Nick,
Yes, it was the first deposit there. See link.
Online Casino | 50 Free Spins on Book of Dead | Simba Games
Everything is here too. 10 EUR minimum deposit. The 50 spins will be credited automatically.
I didn't get anything. No response to my email support request.
Automatic translation:
Public
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2 years ago
Thank you Gamblesempl for all the information. I've checked the casino terms and they say that once you claim the bonus in any of their sister casinos within their group, you can't claim it anymore. Could you please advise if you did claim the same bonus in any of their brands?
Public
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2 years ago
Translation
I can not say that. No idea. But after days in the so-called "live chat" I got an answer that I would not have taken advantage of the offer. As a consolation, I was offered 10 free spins on a junk slot. Not a word in the live chat that I should have already accepted this offer at a sister casino. The homepage indicates that the 50 spins for BoD are credited automatically. That didn't happen. So I don't understand the reasoning of the live chat employee anyway.
Automatic translation:
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2 years ago
Thank you Gamblesempl for all the information. However we will require more information from the casino as based on the current facts it is impossible to say why didn't they add the bonus. I will now forward your complaint to my colleague Peter who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
Public
Public
2 years ago
Translation
I'm tired of this show. Account closed there earlier. I can only say that there was no automatic crediting of the 50 spins as described on the homepage. Customer service there is a disaster, doesn't answer, at Skill on Net that's apparently considered good manners. So the topic can be closed. Thanks Casino Guru.
Automatic translation:
Public
Public
2 years ago
Hello Gamblesempl,
I have looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite Simba Games Casino to the conversation to participate in the resolution of this complaint.
