The player from Germany has won Free Spins in an online casino that have been unplayable for over 24 hours. She has tried to contact support via chat and email multiple times, but has received no response.
Slootz Casino - Player's won Free Spins are not playable.
Amount: €1
Slootz Casino
Safety Index:Very lowSafety 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.
1.6
Slootz Casino has a Safety Index of 1.6, which means some of the considered factors point to a very low level of safety. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
Public
Public
1 year ago
Translation
Hello Casino Guru team, I have won free spins that have not been playable for over 24 hours. I have received no assistance via chat or support email. I've reached out multiple times.
Of course, I have no way to estimate the value of the dispute.
Can anyone assist me here?
Automatic translation:
Public
Public
1 year ago
Dear Tasimaus85,
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 advise when was the last time when you succeeded in accessing your casino account? Is the entire website down or just the section inside your casino account with Free Spins? Have you tried any other devices to access your account?
Additionally, please forward your game history (if it's available) and try to clear cache & cookies. My email address is petronela.k@casino.guru.
Looking forward to hearing from you. Thank you in advance.
Best regards,
Petronela
Public
Public
1 year ago
Translation
Thank you for the fast feedback. The casino can be used without restrictions except for my free spins. I tried playing the free spins on other devices. Unsuccessful. Always the same error message. I will send a video of what it looks like to your email address when I want to play my free spins. Clearing cookies and cache was the first thing I tried. Thank you very much for your effort
Automatic translation:
Public
Public
1 year ago
Translation
No I haven't played with any bonus yet. Was always real money
Automatic translation:
Public
Public
1 year ago
Thank you very much, Tasimaus85, for providing all the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
Public
Public
1 year ago
Hello, Tasimaus85!
Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.
I would like to invite the casino to give them a chance to explain their side of the situation.
Thank you!
Public
Public
1 year ago
Translation
The problem is solved. Today the free spins were playable
Automatic translation:
Public
Public
1 year ago
Dear Tasimaus85,
I'm happy to hear that the problem has been resolved!
I thank you for your cooperation and patience, 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,
Pavel K
Casino Guru Team
