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Good day

I made a deposit on November 10th, 2020 coupled with a free spin bonus. This bonus includes 2 sets of 25 free spins. 1 set was played successfully. The other set could not be activated. For over 2 weeks there has only been one answer from support: "The problem has been forwarded to the responsible department". I find it hard to imagine that a long conduction would take 20 days. The live chat is highly uncooperative and provides ready-made answers.

Guten Tag

Ich habe am 10.11.2020 eine Einzahlung gekoppelt mit einem Freespin Bonus gemacht. Dieser Bonuw beinhaltet 2 Sets a 25 Freespins. 1 Set wurde erfolgreich gespielt. Das andere Set war nicht aktivierbar. Seit über 2 Wochen gibt es nur eine Antwort vom Support: " Das Problem wurde an die zuständige Abteilung weitergeleitet". Ich kann mir nur schwer vorstellen, dass eine Weitwrleitung 20 Tage dauert. Der Livechat ist höchst unkooperativ und teilt vorgefertigte Antworten mit.

Dear Ursin,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Would you be so kind and indicate, which bonus did you play with? Was it the third deposit bonus?

Could you, please, describe in more detail the problem with activating the second part of the bonus? Did you receive any error message, or you simply didn't have an option to activate it?

Additionally, please forward any relevant communication between you and the casino to kristina.s@casino.guru.

Looking forward to hearing from you.

Best regards,

Kristina

Good day. It was the second deposit bonus. I couldn't activate the spins. If necessary, I also have the chat history. The live chat answered me it was a technical problem on the part of the game provider. But since this has not happened for over 2 weeks and all other free spins could be activated with the same ambience without any problems, I decided to take the complaint path. This is because the support only refers me to technicians.

Guten Tag. Es war der zweite Einzahlungsbonus. Ich konnte die Spins nicht aktivieren. Bei Bedarf habe ich auch noch den Chatverlauf. Der Live Chat antwortete mir es sei ein technisches Problem seitens des Spieleambieters. Da nun aber seit über 2 Wochen nicht passiert ist und alle anderen Freespins beim selben Ambieter problemlos aktivierbar waren, habe ich mich entschieden, den Beschwerdeweg einzuschlagen. Dies deshalb weil der Support mich immer nur auf Techniker verweist.

Ursin, thank you very much for your reply. Feel free to forward the conversation to kristina.s@casino.guru, so we can gather as much information as possible.

Thank you very much Ursin for your email. I will now transfer your complaint to my colleague Viliam 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 Ursin,

I looked at your complaint and will do my best to help you. I would like to invite Gslot Casino into this conversation. Can you please specify what was the problem with player's bonus and why it wasn't fully activated?

Dear Ursin,

Casino provided us with evidence that you received also second set of free spins and you played it.

Unfortunately, after gathering all the necessary information we are rejecting this complaint as unjustified. Sorry we were not able to help you with this one, but 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.