Sisal Casino - Player did not receive bonus from a promotion.

Hello… on Monday, February 5, I joined the happy monday explosive casino promo

The amount to play was €20 to receive €20 in fun bonus. I played the selected slot amount as required but up to today no bonus has been credited to me. I contacted the support yesterday and they told me they opened a report. I contacted them again today and they told me I had activated the promo late (but it can't be activated late because it lasts for just one day). I am attaching pictures

Hello Pellek05,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Sisal Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if this is your first bonus claimed in the casino? Can you please forward a screenshot or a link to the bonus you used (and it's terms)? Can you please advise if you have used the deposited money already? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hi, yes or I made a screen and also a video by entering my profile and accessing the promotions but I can't upload it here

in response I tell you that I am a VIP user and have been playing sisal for years, activating various promos

https://share.icloud.com/photos/045FX9NWWsE3uYxttJFkLxQ2Q

I sent you the link with the video of accessing my account to demonstrate the promo was activated correctly

Hello Pellek05,

Did you activate the bonus manually? Did you contact the casino after not receiving the bonus right after the deposit?

Please note that in such cases, you should not play with the deposited money and contact the casino right away.

Once you use the balance which were supposed to be linked to a bonus, there is basically nothing we can do.

The bonus was activated and on my profile it was activated after or played the amount required for unlocking

On my profile, as you can see from the attached video, the bonus was activated correctly

Hello Pellek05,

Is there any link you can forward with this bonus or a screenshot of its's terms to nikolas.b@casino.guru?

Dear Pellek05,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.