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Good afternoon, I received an email offering vip free spins, if I made a deposit of 50€ they offered 150 free spins, if I made a deposit of 150€ they offered 200 free spins... I clicked on deposit, I made my 50€ deposit but the free spins didn't appear. That said, I went to chat and asked about the free spins. They said that by decision my account would not have access to the free spins!!! they cheat people, they offer bonuses on deposits and then they don't give you what they promise!!! run away from this casino of cheats!!! they encourage you with bonuses and after you've deposited: aah! you're not entitled after all! but are they kidding?

Boa tarde, recebi um email a oferecerem free spins vip, se fizesse um depósito de 50€ ofereciam 150 free spins, se fizesse um depósito de 150€ ofereciam 200 free spins... cliquei em depositar, fiz o meu depósito de 50€ mas as free spins não apareceram. Posto isto, fui ao chat e pergutnei pelas free spins. Disseram que por ecisão a minha conta não teria acesso ás free spins!!! ANDAM a enganar as pessoas, oferecem bonus mediante depósitos e depois não dão aquilo que prometem!!! fujam deste casino de aldrabões!!! incentivam-te com bonus e depois de termos depositado: aah! afinal não tem direito! mas estão a brincar?

Dear Miidelgado,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. To better understand the situation and assist you, could you please provide more information by answering the following questions:

• Could you please forward me the entire email with the bonus offer? My email address is veronika.f@casino.guru.
• Has the casino customer support specified why you are not eligible for this bonus? If so, please forward me that entire communication as well.
• Was there any notification on your account prior to the deposit that you would not be eligible for the free spins?
• Are you able to activate any other bonuses in your casino account?

I hope we will be able to help you resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Veronika

Good morning,

- I forwarded the email you sent me with the free spins offer.

- Yes, they said that due to an administrative decision the bonus would not be available to me. But if I continued to have good activity, they might reopen the bonus for me.

- there was no notification before the deposit.

- yes, I have a chance of being able to sign up for other bonuses, in fact, I was offered another bonus straight away, upon another deposit.

Shame on you!

Bom dia,

- Reencaminhei o email que me enviaram com a oferta das free spins.

- sim, disseram que por decisão administrativa o bônus não estaria disponível para mim. Mas se continuasse a ter uma boa actividade, podia ser que reabrissem o bônus para mim.

- não houve nenhuma notificação antes do depósito.

- sim, tenho hipótese de poder aderir outros bônus, aliás, foi-me logo oferecido outro bônus, mediante outro depósito.

Uma vergonha!

Have you already played with the 50€ deposit you made to receive the free spins, or is this amount still untouched in your account?

Of course... do you think I'd keep the money sitting there after they scammed me with the spins? But I don't think that's relevant to the case.

Já! claro... acha que ia ficar com o dinheiro ali parado no fim de me terem scamado nos spins? Mas penso que isso nao seja relevante pro caso.

But I asked about the free spins before I'd played the 50€! That's not why they didn't give me the free spins. They didn't give them to me because they're scammers!!! They sent emails to people promising free spins with a deposit of 50€ and they didn't give them anything once the 50€ had been deposited.

Mas perguntei pelos free spins antes de ter jogado os 50€! Não foi por aí que não me deram os free spins. Não deram porque são aldrabões!!! enviaram email a dizer pessoal a prometer free spins com um dep´ósito de 50€ e nada deram no fim de depositados os 50€

Dear Miidelgado,

Thank you for your patience and for providing the additional information.

I understand how frustrating it must have been to receive a promotional email and not receive the expected free spins after making your deposit. However, please note that each casino has its own unique bonus policies and eligibility requirements. Promotional offers are often sent in bulk, and unfortunately, not every recipient is automatically eligible. It is always important to confirm eligibility directly with the casino before depositing.

In this case, the casino support has confirmed that, due to an internal administrative decision, your account was not eligible for the specific offer. While this may feel unfair, bonuses are considered goodwill gestures from the casino, and it remains their discretion to apply, limit, or withdraw them at any time. We do not have the authority to compel a casino to grant a bonus when they have determined a player does not meet the criteria.

Additionally, since the €50 deposit has already been used for gameplay and the free spins were not available at the time, this implies acceptance of the situation. As a result, we are unfortunately unable to assist you further in this matter. Due to these reasons, your complaint will now be closed.

Thank you for your understanding. I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards,

Veronika