The player from Germany had received an email from Smokace offering 50 free spins on Big Bass Bonanza, but when he inquired via chat, the casino stated that such offers did not exist and instead offered other bonuses. The player forwarded the promotional email and chat history to us. The casino credited the 50 free spins to the player's account and sent a notification. The issue was resolved, and the player confirmed receiving the spins.
Smokace Casino - Player's free spins offer has been denied.
Amount: €50
Smokace Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
6 months ago
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6 months ago
Translation
I would like to file a complaint because I feel like I am being deceived. I received an email from Smokace stating, "We appreciate your loyalty and dedication to playing at Smokace."
As a token of our appreciation, we are giving you 50 free spins on Big Bass Bonanza from Pragmatic Play.
However, when I reached out via chat, I was told that such offers do not exist. In the same breath, I was told not to worry and was offered other bonuses instead, like deposit bonuses. Huh? Who cares about that? I don't. I just want to receive what the email promised, nothing else. 😡👎
Automatic translation:
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6 months ago
Dear barkowrene59,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Smokace Casino.
Please allow me to ask you a few questions, so I can better understand the situation.
- Could you please share the email promotion with us via email? Please forward it to tomas@casino.guru
- Are there any particular limitations applicable to the promotion mentioned in the email? Is the promotion for new or existing players in the casino?
- Please understand we can't compel the casino to offer you any particular bonus, if the casino fails to give you a bonus, we can't penalize it for this.
Thank you very much in advance for your reply.
Best regards,
Tomas
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6 months ago
Translation
Hello there
Thank you very much for your feedback... for existing customers, as I should receive this for my loyalty ^^
I can happily send him the screenshot. One of what I received via email and the chat history, how they rip off customers and at the same time offer deposit bonuses. 👍😊🙈
Kind regards, René 🥳
Automatic translation:
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6 months ago
Dear barkowrene59,
We have investigated the situation from our side and at the end of the investigation 50 freespins have been credited to your account. You were also sent a notification to your e-mail address, which you specified when registering your account.
For our part, we apologize for the misunderstanding and inconvenience caused.
Best wishes,
Smokace Casino Risk Department.
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6 months ago
Translation
Good day
Thank you very much for your efforts and kind support...😎👍👍🥳
Yes they are there 😎😎
Thanks so much
And best regards to the team
Automatic translation:
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6 months ago
Dear barkowrene59,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you and Smokace Casino for your cooperation.
Please do not hesitate to contact our Complaint Resolution Center if you run into issues with any online casino in the future. We are here to help.
Best regards,
Tomas
Casino.Guru
