This Is Vegas Casino - Player has stopped receiving daily free spins.

They are refusing to honor their promotion of 5 free spins daily for a year. Attached is an image combining the screenshots of my chat with their support. Im also going to copy and paste the email I sent to their support address after the chat and the response i received to it.

"Hi, I just had this conversation with Anthony and Im sending a screen shot of it to you to find out if you can help me or if 'sorry to hear that' is the official statement regarding my missing daily free spins. I had to take multiple screenshots and then edit them together to capture the entire conversation but I am sure that your company logs your support chat conversations so that you can verify I am not manipulating the conversation in any manner.  

Thank you for your time and help in this manner.

Greg"

The emailed response:

"Re: 5 free spins daily for a year promo (Support #61441495)

Dear Gregory,

Thank you for contacting us. Sorry to hear your frustrations. 

Apparentlym the bonuses are not available yet in your account. Please be guided that it may change depends on your activities on your account. 

Regards, 

Anthony Wales

Customer Care Agent

Thisisvegas Casino "

I had the free spins on my account daily for almost 3 months and therefore I had roughly 9 more months of free spins, according to their promotion.

Also, I have made between 5 and 10 deposits of $15 to $30 between the time my free spins disappeared (which was about 2 months ago) and today. I liked the casino and cashed out more than once, with the only issue being the slow cash out speed...but, I decided I liked the casino enough to deal with that, until this issue. I kept depositing because I was told initially that I would have my free spins reinstated if I deposited enough. I went back and read the 5 free spins daily promo they still offer and it says players are allowed to cash out every day if they were somehow lucky enough to do so.

Dear 1977punk,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Do I understand correctly that this is the offer you are referring to?

Could you please advise when exactly you received your last 5 free spins?

If there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru, or alternatively, post it here.

Thank you very much in advance for your reply.

Best regards,

Kristina

I received my first 5 free spins on 11-20-21 and the last time was on 1-13-22.

And now that I look back to check the dates on that I saw that I've made 12 deposits from 11-2021 until now so they should have reset the year time frame 11 times.

Thank you very much 1977punk for your reply. I will now transfer your complaint to my colleague Jozef (jozef.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 soon.

Hello 1977punk.

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

Hi Casino Guru and 1977Punk,

As per our terms and conditions for this promotion: https://thisisvegas.com/promotional-terms.php

5 Free Spins are available to players that make at least one deposit worth a minimum of €/£/AU$/CAD$/ $25. Each of 5 Free Spins has a max cashout of $50. Activate and complete your 5 Free Spins each day between 12:00am and 11:59pm EST. Free Spins do not accumulate or roll-over to the next day. The 5 Free Spins are eligible only for accounts with full promotional eligibility. Management reserves the right to deny the free spins in case of duplicate accounts, information linked to global negative database, chargeback accounts, fraud, etc.

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This player did not have full promotional eligibility at the time due to his recent cash outs. Please note that our promotions are designed to help players beat the house edge, but once players are ahead, we reserve the right to deny promotions.

That said, this player has deposited since his last cash out and we will be happy to grant promotions again in his account.

As such, the 5 Daily Free Spins will appear again in the cashier.

Please note that this again may change in the future based on the player's promotional eligibility.

As a welcome back promotion, we have added 155 Free Spins on 5-Reel Circus slot.

Thank you for your understanding.

This is Vegas Management

First off, thank you for your response and for the 150 free spins. Unfortunately, I was able to request the max pay out of $50 which, if I am understanding this correctly, means I will only have my free spins back for today before they are removed again.

I honestly feel like you should amend the description of that promotion, as it says very plainly that 1) if my spins are lucky enough, I am allowed to cash out $50 a day off of the free spins and 2) Each deposit resets the timer on the year of free spins. From what you have written in your post, neither of those things are true. It should say you can have 5 free spins a day until you are able to cash out on them, and then they will be removed from your account.

Now that I know these things, I won't bother with a promotion on any future deposits. I enjoy the games at your casino, and I also feel like your casino is a bit more fair as far as the odds of winning anything are concerned (which is why I have deposited so often with you versus the horde of other casinos of which I am a member), but I honestly feel like I'm being hustled in regards to this specific promotion.

Thank you for your time and attention in this matter.

Hi 1977punk,

This small $50 withdrawal will not affect your promotional eligibility.

You will continue to receive the 5 daily free spins until further notice.

Thank you for your understanding.

This is Vegas Management

Hello 1977punk.

I believe everything is solved now. 🙂 Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help, but I hope you won’t come across a problem like this again.

Best regards, Jozef

jozef.k@casino.guru