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I have a problem because the spins of my bonus were deleted there were problems in the game contact the online assistance I sent all the information they gave me a maximum period of 48 hours 5 days have passed since this and they make me give them the same information every time and I they answer the same

tengo un problema porque las tiradas de mi bono se borraron hubo problemas en el juego contate laasistencia en linea envie toda la informacion me dieron un plazo maxomo de 48 horas han pasado 5 dias de esto y me hacen darles a cada rato la misma informacion y me responden lo mismo

Dear lissette234cejudo,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. What was the exact reason why a promotional offer couldn’t have been applied to your account? Have you tried to communicate this issue with the casino? If there’s any relevant communication, please forward it to petronela.k@casino.guru.

Meanwhile, please understand, that we can’t penalize the casino for not giving you a bonus automatically.

Thank you in advance for your reply and I hope we will be able to help you as soon as possible.

Best regards,

Petronela

This is very disappointing the casino and the operators give the same answers without being unaware with the people

It's been 6 days, nothing at all, they make fun of the player when I claim them, they wait 20 minutes and write the same answer, especially Chloe, Alicia, Amelia and Félix, they make me give them the same information and it makes me very sad because I put all my trust in the casino

Esto es muy decepcionante el casino y los operadores dan las mismas respuestas sin inconsciente con la gente

Llevan 6 días nada de nada se burlan del jugador cuando les reclamo esperan 20minutos y escriben la misma respuesta sobre todo chloe ,Alicia,Amelia y Félix me asen otorgarles la misma información y me da mucha lastima por qué pongo toda mi confianza en el casino

Look, I've been re-entering, they gave me bonuses and I bought 2 bonuses for 8,000 clp, which were discounted without playing the game immediately, I went to customer service and they told me that they would send my case to the corresponding department and then I asked them for the deadline they said 48 hours maximum it turns out that 6 days have passed without a response

Mire yo vengo reingresando me dieron bonos y compré en 8000 clp 2 bonos los cuales se fueron descontado sin reproducir el juego de inmediato me dirigí a la atención al cliente y me dijeron que enviarían mi caso al departamento correspondiente y luego les pregunté por el Plazo me dijeron 48 horas máximo resulta que han pasado 6 dias sin respuesta

Translated screenshot from the player:

Dear lissette234cejudo,

Could you please confirm that you have tried all the suggested steps to access the Valley of the Gods? Were those free Spins issued for this specific game only?

AND

SI

ALREADY 8 DAYS AND NOTHING

YA VAN 8 DIAS Y NADA

they will help me

please yes or no

me van ayudar

por favor si o no

As I can see, your problem is at work in the corresponding department. We will inform you as soon as we receive a response from them.

It's usually resolved within a couple of business days, but it all depends on the exact issue.

Perhaps you have any other gaming questions that I could help you with, Lissette?

17:00:48

Lisette

I've been 8 days

17:01:38

Mark

I can imagine how it feels, but some cases need deep investigation to fix, so now we have to wait a bit.

17:04:14

Lisette

but why so much

17:07:18

Mark

This case needs deep investigation to fix it and our specialists are doing their best to bring you good news as soon as possible.

Now, we just need to wait for your response and then we will reply to you via email.

Como puedo ver, su problema está en el trabajo en el departamento correspondiente. Le informaremos tan pronto como recibamos una respuesta de ellos.

Normalmente se resuelve en un par de días hábiles, pero todo depende del problema exacto.

¿Quizás tienes alguna otra pregunta sobre los juegos con la que podría ayudarte, Lissette?

17:00:48

Lissette

llevo 8 dias

17:01:38

Mark

Puedo imaginar cómo se siente, pero algunos casos necesitan una investigación profunda para solucionarlo, así que ahora debemos esperar un poco.

17:04:14

Lissette

pero porqwe tanto

17:07:18

Mark

Este caso necesita una investigación profunda para solucionarlo y nuestros especialistas están haciendo todo lo posible para brindarle buenas noticias lo antes posible.

Ahora, solo tenemos que esperar su respuesta y luego le responderemos por correo electrónico.

still the same and it's been 8 days

todavia lo mismo ya van siendo 8 dias

Thank you very much, lissette234cejudo, for providing all the necessary information. I will now transfer your complaint to my colleague Andrej (andrej.p@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Please accept our apology for the late response. Unfortunately, our colleague Andrej is unable to continue resolving this case due to an illness. Therefore, we will transfer your complaint to Matej (matej@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello lissette234cejudo.

First of all, I would like to apologise for the delay. Our colleague who had the case in charge has become very ill and is unavailable.

I would like to ask, was there any progress with the casino since last time?

Dear lissette234cejudo,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.