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I purchased Super Spins in a game at Luckyones and paid the corresponding amount. Unfortunately, these Super Spins were not credited to my account; instead, I only received regular free spins.

Several inquiries to support were unsuccessful, as the casino continued to claim that everything went smoothly. I was denied any transparent clarification or access to the game logs.

Because I feel I have not been treated fairly in this matter, I am filing a complaint.

Ich habe bei Luckyones Super Spins in einem Spiel gekauft und den entsprechenden Betrag bezahlt. Leider wurden mir diese Super Spins nicht gutgeschrieben, stattdessen erhielt ich nur normale Free Spins.

Mehrere Nachfragen beim Support blieben erfolglos, da das Casino weiterhin behauptet, alles sei korrekt abgelaufen. Eine transparente Klärung oder Einsicht in die Spiel-Logs wurde mir verweigert.

Da ich mich in dieser Angelegenheit nicht fair behandelt fühle, reiche ich eine Beschwerde ein.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

Could you please specify if you have any official confirmation that you purchased Super Spins, not just regular free spins?

Can you see the purchase in your casino account?

Have you played with the free spins you received, or are they still untouched in your account?

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

Best regards

Veronika

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Dear spili,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.