Slot Mafia Casino - Player faces issues with bonus entitlement.

NOTE - dispute amount is - 50 Free Spins

Saturday Bonus on this website states - You can get 50 FS on each deposit you make on Saturday using code SAT. Min deposit is $35 AUD. In the terms & conditions it states that - You can get 50 FS on each deposit you make on Saturday.

On 25/1/25, I made two deposits of $35. The first deposit, I received my 50 free spins. On the second deposit, even though I entered the code, I did not receive the 50 free spins. I contacted support immediately requesting they fix this error. To this, she responded that I only get one bonus per day. I argued as that’s not what the bonus wording states. She then would not give me my free spins & told me she would look into it & I needed to come back later to see if it was resolved. I came back & issue was not resolved. It had been ‘escalated’. This continued for 3 weeks. I checked in every 1-3 days. No one could give me answers. Today 13/2/25, I checked, finally, I showed someone the terms & conditions, to which they agreed with me that I was in fact correct. She then went & checked my account & refused to give me the free spins because i didn’t ask for them immediately. I showed her the screenshots where I asked the lady immediately that day & was denied. She then stated that she could not give me that bonus today & id need to come back & get the issue resolved on a Saturday. She could not give me the bonus that I was entitled to but never received on the 25/1/25 because it was not a Saturday. This is just ridiculous at this point. They do not know the rules or terms & conditions. I know more than them. There is no way to speak to anyone higher or to get the conflict resolved or dealt with. I know it’s not a lot but how many people are they doing this to?

Dear Rocky_210690,

Thank you for submitting your complaint. I'm sorry to hear about the challenges you're facing.

It's important to note that casinos are not obligated to provide bonuses, and the privilege of receiving them can be limited or withdrawn at any time without notice. While it would be ideal to inform players of specific restrictions, unfortunately, it is not a standard practice or something we can penalize the casino for.

Feel free to provide any additional information I may have overlooked. However, if not, I regret to inform you that I may have to reject your complaint as unjustified. I appreciate your understanding and look forward to your reply.

Best regards,

Tomas

Ahhh ok. Thats really crappy, even though it convinces the player to deposit a specific amount to receive that bonus?

What if it’s put in their terms & conditions? Shouldn’t they have to stand by that?

All I have are some screenshots where I have requested that it’s looked into. Then today the person I spoke to acknowledged I was correct but they just keep moving the goal posts hoping that I give up on asking.

Hi,

I just wanted to inform you that finally Slotmafia have listened to me & given me the 50 free spins. So the issue has been resolved. I appreciate your information though. Thank you.

Dear reasonablepeta82,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Tomas

Casino.Guru