The player from Austria faced issues with a 300% bonus after depositing 37 euros, as the promised bonus of 111 euros was not credited to his account despite receiving an email confirmation. He checked the bonus page multiple times, only to find that the bonus had expired without being activated. The Complaints Team concluded that since the player's deposits had been used for playing, it was technically impossible to credit the bonus related to that deposit. As no further recourse could be offered, the complaint was closed.
Spins Of Glory Casino - Player’s bonus has been delayed.
Amount: €111
Spins Of Glory Casino
Safety Index:Above averageSafety Index
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7.9
Spins Of Glory Casino has a Safety Index of 7.9, which makes it a casino with an above-average level of safety. Explore this casino’s Safety Index
Closed
Our verdict
Other
REJECTED
Case summary
3 days ago
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2 weeks ago
Translation
When I visited this casino, I was shown a 300% bonus. I then made a deposit of 37 euros. The bonus of 111 euros was not credited. I also received an email saying that 111 euros bonus had been credited to my account. It's a lie. On the casino site, I checked the bonus page 10 times. It didn't show any active or available bonuses. And in the end it just showed that the bonus had expired. This casino cheats with bonuses that are not even credited.
Automatic translation:
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2 weeks ago
Dear rkk_66,
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.
How did you activate the bonus?
What specific bonus offer were you trying to use?
Can you share the offer details, along with any terms and conditions you received?
Could you provide your bonus history?
Could you please share your communication with the casino regarding the bonus? 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
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2 weeks ago
Translation
Hello!
When I opened the casino's homepage yesterday, a pop-up opened saying that a deposit would receive a 300% bonus. I then deposited 37 euros, and the bonus was highlighted in blue when I made the deposit. That's why I received an email after the deposit saying that a 111 euro bonus had been credited to my account. However, this bonus was not credited to my account. I contacted live chat about this, but they offered no solution and made me wait a long time. I contacted them again, again no answer, no solution. I opened the bonus page of my account at least 10 times and there was nothing about this bonus. I started playing because I thought the bonus would come, after all the bonus had been confirmed by email. When I opened the bonus page again, it showed that the bonus had expired. This bonus was not credited to my account and the casino then showed it as expired. I also sent 2 pictures: the confirmation email and that the bonus had expired.
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1 week ago
Dear rkk_66, thank you for providing the screenshots. However, I noticed that it doesn't show who the bonus was credited to or when it was credited.
If you’ve already lost the deposit you intended to use to activate the bonus, please note that you may no longer be eligible for that bonus.
I also haven't received answers to the following questions:
Can you share the offer details along with any terms and conditions you received?
Could you provide your bonus history?
Could you please share your communication with the casino regarding the bonus? You can send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.
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1 week ago
Translation
Hello Dominika,
I have sent you a large image of the email bonus confirmation to your email address.
I would like to explain everything again briefly.
When I visited the casino's website, a pop-up appeared with this bonus offer. I then made the deposit and just two minutes later I received this bonus confirmation.
There were no special conditions or anything like that visible on the pop-up.
And the bonus confirmation email didn't contain any special conditions or instructions that I should activate anything extra. It just confirmed that the bonus had been credited to my account.
So, the bonus offer hadn't expired or anything like that. And everything, the deposit and bonus confirmation, only took 2 minutes.
And below I'm uploading the deposit confirmation. From the time you can see that it took less than two minutes. The bonus was confirmed in the same minute.
This bonus, although confirmed, was not credited to my casino account.
I waited, then chatted with the casino twice. They didn't solve the problem. I also visited my bonus page maybe 10 times to see if I still had to activate something. But the bonus was never shown on the bonus page. So, there was nothing I could do. And the bonus had been confirmed by the casino.
Only much later did a message suddenly appear on the bonus page saying that the bonus had expired.
It seems that the casino is trying to lure players with fake bonus offers and trick them into making deposits. And once you have made a deposit, no bonus is awarded.
I also contacted the casino via chat afterwards. Although they clearly saw the problem, they did not solve it. I think the casino is not acting honestly at all.
Edited
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4 days ago
Dear rkk_66, I have not received any communication from you with the casino.
Have you already lost the deposit you intended to use to activate the bonus?
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4 days ago
Translation
Hello Dominika,
this bonus could not be activated on the site.
After I had deposited and received confirmation of the bonus via email, I looked at the bonus page at least 10 times to see if I needed to activate anything, as the bonus had not been added despite the email confirmation. There was nothing to see on the bonus page. That's why I even chatted twice and the chat operators didn't help, they just wrote bla bla.
After that I played and lost the deposit.
The problem is that I couldn't find any bonus that I could activate. I checked the bonus page 10 times and chatted twice.
Strangely, the message that the bonus had expired only appeared after I had played and lost my deposit. This is exactly why I think the casino is cheating with a FAKE bonus offer.
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Automatic translation:
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3 days ago
Dear rkk_66, since your deposits were used for playing it's technically impossible to credit you a bonus related to said deposit. If you happen to find yourself in a similar situation in the future, you can opt to request a refund of unspent funds due to the bonus not being credited. However, it will depend on the refund policy of a specific casino.
Since we can offer no further recourse in this situation the complaint will be closed. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into issues with any online casino in the future.
