The player from Greece faced issues redeeming coins for a bonus at Slotuna Casino, despite having sufficient coins. After several Live Chat interactions, he was informed that no bonuses were available on his account due to a management decision. Additionally, winnings of 30 euros from a previous bonus had not been credited to his account. The complaint was rejected due to the player's lack of response to the Complaints Team's requests for further information, which prevented any further investigation into the issue.
Slotuna Casino - Player’s bonus request is delayed.
Amount: €30
Slotuna Casino
Safety Index:HighSafety Index
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8.1
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
1 week ago
Public
Public
3 weeks ago
Translation
Good evening. This morning, I logged into my account at Slotuna Casino. I had 142 coins in the casino's store and wanted to redeem 90 coins for a 10 Euro bonus. For some sudden reason, it wouldn't accept the purchase. I contacted Live Chat... they suggested actions like clearing cache on Google Chrome, but it didn't work. After that, I spoke with four other representatives on Live Chat, and all four said, "I have reviewed your request; however, there are no bonuses available for your account following a decision by the site's management." After this, I tried to play Bonus Crab, which I had from previous deposits. I won 30 euros in bonus money. However, this money was never added to my account. I contacted Live Chat again, and the response I received was, "Thank you for waiting! I have reviewed your request; however, there are no bonuses available for your account following a decision by the site’s management." Either I'm doing something wrong, or they are simply thieves!
Automatic translation:
Public
Public
3 weeks ago
Dear thanostzi,
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.
Has the casino provided a reason for the unavailability of bonuses on your account?
Is it correct that you received the deposit bonus, but your winnings were not credited or were confiscated?
Could you please share your communication with the casino regarding the bonuses? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Dominika
Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.
Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.
Public
Public
3 weeks ago
Translation
Good morning.
They don't give me any reason. All they reply to me is " we have considered your request, however no bonuses are available for your account due to the decision of the Site Management " . They don't explain to me the reason. I had coins and Bonus Crab, from previous deposits, and I can't cash them out..as well as playing Bonus Crab, winning 30 euros, without ever being added to the account. I wouldn't do a forum for 30 euros, but their behavior bothers me, they become tiresome and don't recognize but also don't explain to me why I don't get bonuses..
I didn't steal them from anyone, I deserve them, and I demand them! ....
Automatic translation:
Public
Public
2 weeks ago
Dear thanostzi,
Could you please share your bonus history?
Could you please forward your game history in Excel format with the exact time of the incident to dominika.l@casino.guru? Please request your game history in Excel format from the casino.
