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I made my first deposit at the casino, with the 100% welcome bonus + 50 Free Spins on the Book of Dead game. After playing my bonus and depositing, I went looking for the free spins and couldn't find it. When I contacted the live chat, the operator Eric told me that there were no active spins on my account at that time. I know these spins are worth little, but I paid for them, and I rightfully want them. That is the reason for this complaint. False advertising... They don't want to be fooled, and can we be?

Eu fiz o primeiro depósito no cassino, com o bônus de boas vindas de 100% + 50 Rodadas grátis no jogo Book of Dead. Após jogar meu bônus e o depósito, fui procurar as rodadas grátis e não encontrei. e3m contato com o chat ao vivo, o operador Eric me disse que não haviam rodadas em minha conta ativas naquele momento. Sei que é pouco o valor desses giros, mas eu paguei por eles, e os quero por direito. Essa é a razão dessa reclamação. Propaganda enganosa... Eles não querem ser enrolados, e nós podemos ser?

Dear falusantos,

Thank you for submitting your complaint. I’m sorry to hear about your bad experience.  Do I understand correctly that only the free spins haven’t been credited? Could you please confirm that your deposited amount has stayed untouched?

Would you be so kind as to send me all the relevant communication between you and the casino, so we can gather as much information as possible? My email address is kristina.s@casino.guru. 

Looking forward to hearing from you.

Best regards,

Kristina

So when the bonus is like this, I always save the free spins for last. I played my real money and the bonus, when I went to look for the free spins it was not credited. In contact with the casino, the attendant showed little interest in solving it, saying that I should activate the bonus. He was winding me up. I'll send the conversation...

Então, quando o bônus é desse tipo, eu sempre deixo as rodadas grátis por último. Joguei meu dinheiro real e o bônus, quando fui procurar as rodadas grátis não estavam creditadas. Em contato com o cassino, o atendente se mostrou pouco interessado em resolver, falando que eu deveria ativar o bônus. Ele estava me enrolando. Mandarei a conversa...

Thank you for your reply, falusantos. Could you please clarify how much money you deposited in order to activate the welcome package?

The minimum amount to get the bonus is 50 BRL. I believe these are irrelevant questions as the casino didn't give me what they promised. If I wasn't right, I wouldn't file this complaint. They have a perfect reputation in your estimation. That's why I came here to complain. They gave me the 100% first deposit bonus but they didn't credit the free spins.

If they solve great, if not, I don't need more questions about it.

O valor mínimo para obter o bônus, 50 BRL. Acredito que são perguntas irrelevantes, uma vez que o cassino não me deu o que prometeu. Se eu não tivesse razão não abriria essa reclamação. Eles possuem uma reputação perfeita segundo vossa avaliação. Por isso vim aqui reclamar. Me deram o bônus de primeiro depósito de 100% mas não creditaram as free spins.

Se forem resolver ótimo, se não, dispenso mais perguntas a respeito disso.

I believe my questions are relevant and important as I checked the bonus T&Cs and I found this:

"13. By depositing a minimum of €200 (R$1.000) with the 100% UP TO €200 (R$1.000) + 50 LV SPINS tab, a player will be also automatically credited with 50 LV Spins exclusively on the video slot Book Of Dead™, on top of the First Deposit Bonus. After deposit, a player can activate the LV Spins by opening the Book Of Dead™ slot game and start spinning."

It seems that you didn't deposit enough money to be eligible for receiving the free spins. I am afraid that at this point there is not much we could do for you. Please, let me know if there is anything else we can help you with, otherwise, I will be forced to reject this complaint. Thank you for your understanding.

I know your questions are relevant, but the casino Guru itself has the bonus recommendation, and both in the live chat and here there are many questions and nothing is resolved .

The Welcome Pack consists of two bonuses that can be claimed after the first two deposits into the Casino product. The minimum deposit amount to claim each Welcome Pack bonus is R$50.

And here, where the casino already begins to lie or stall. If it's 100% up to 1,000 BRL, why do I have to deposit 1,000 reais or more?

With that, I hope you won't be accused of not meeting the bonus terms. If they won't give you free spins, just say so. Hanging around is bad, after all, I didn't ask them for anything.

Eu sei que são relevantes vossas perguntas, mas o próprio cassino Guru possui a recomendação do bônus, e tanto no chat ao vivo quanto aqui há muitas perguntas e nada se resolve.

O Pacote de Boas-Vindas consiste em dois bônus que podem ser reivindicados após os dois primeiros depósitos no produto de Cassino. O valor mínimo de depósito para reivindicar cada bônus do Pacote de Boas-Vindas é de R$50.

E aqui, onde o cassino já começa a mentir ou enrolar. Se é 100% até 1.000 BRL, por que tenho de depositar 1.000 reais ou mais?

Com isso, espero que não seja acusado de não ter cumprido os termos do bônus. Se não vão dar os giros grátis, é só dizer. Ficar enrolando é ruim, afinal, não pedi nada para eles.

I'm in Brazil, and my currency is BRL, that is, Brazilian Real. Thank you for understanding.

Estou no Brasil, e minha moeda é BRL, ou seja, Real Brasileiro. Obrigado pela compreensão.

Yes, there is a smaller amount players are required to deposit in order to activate the match bonus. However, the players who are interested in activating free spins need to make a higher deposit.

Since you didn't deposit enough to be eligible for free spins, there is not much I can do to support your case at this time, especially when the casino shares all the relevant information on the website. Casinos have free hands when designing their bonuses and bonus T&Cs, and we cannot punish them for rules like this. I can only recommend that you carefully read the T&Cs before you activate a bonus in order to avoid similar situations in the future.

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 and we will try our best to help.