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Technical malfunction during free play activation

I tried to activate a package of 1000 free spins (100 per day) that I had purchased for €50. The confirmation "activated" appeared in the top right corner of the screen, but the spins were never credited to my account.

Despite repeated inquiries via live chat and support, I was given the runaround for days. Now the casino claims, without further explanation, that the matter is resolved because no problem was found. Since the display confirmed successful activation, but the credit was not applied, this is a software error. I demand the credit of the 1000 free spins.

Technische Fehlfunktion bei Freispiel-Aktivierung

Ich habe versucht, ein Paket von 1000 (100 pro Tag) Freispielen welches ich für 50 Euro erworben hatte zu aktivieren. Am Bildschirm erschien oben rechts die Bestätigung „aktiviert", jedoch wurden die Spiele nie meinem Konto gutgeschrieben.

​Trotz mehrfacher Nachfragen beim Live-Chat und Support wurde ich über Tage vertröstet. Nun behauptet das Casino ohne nähere Begründung, der Fall sei geklärt, da kein Problem festgestellt wurde. Da die Anzeige eine erfolgreiche Aktivierung bestätigte, die Gutschrift aber ausblieb, liegt hier ein Softwarefehler vor. Ich fordere die Gutschrift der 1000 Freispiele.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with GetSlots Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Have you activated any similar bonus in the past?
• Could you please explain which games the free spins were credited in?
• Could you please share with me the message you addressed to the casino when trying to resolve the issue, or any subsequent communication sent so far? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Dear delamuerte,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Tomas
Casino.Guru