NightRush Casino - O jogador está insatisfeito com um bônus.

Hello Casino Guru Team,

I need your help again.

I deposited €20 in the casino on April 2nd, 2023 because it has a good rating and a good offer with a 55% bonus and 176 free games was emailed to me.

Unfortunately there was immediate disappointment, no bonus as promised via email. Only 44 freegames in the account for the first day. The next day only 5 or 10 free spins. Asked in chat today, there are no free spins. I would have no more money in my account and my free spins would be gone. Reference was made to the Bonus Terms, but I don't see anything there.

I see that as cheating. Please help.

Thanks very much

damian

Hallo Casino Guru Team,

Ich brauche Mal wieder Eure Hilfe.

Ich habe in dem Casino am 02.04.2023 20€ eingezahlt weil es gut bewertet ist und mir ein gutes Angebot mit 55% Bonus und 176 freegames per Email zugeschickt wurde.

Leider gab es sofort eine Enttäuschung, kein Bonus wie per E-Mail zugesichert. Nur 44 freegames im Account für den ersten Tag. Am nächsten Tag nur 5 oder 10 freispiele. Heute im Chat nachgefragt, es gibt keine Freispiele. Ich hätte kein Geld mehr im Account und damit wären auch meine Freispiele weg. Es wurde auf die Bonus Terms verwiesen, aber ich sehe da nichts.

Das sehe ich als Betrug. Bitte um Hilfe.

Vielen Dank

Damian

Dear DamianSt,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience.

Would you be able to provide a link to the bonus or provide a screenshot of the bonus and associated bonus terms and conditions? How did the casino explain the free spins were supposed to be awarded?

I'll await your reply.

Best regards,

Tomas

Do I understand correctly the casino didn't grant you the 11€ portion of the bonus (55% of 20€)? Did you redeem the free spins in the 'client area'? How many free spins did you redeem in total?

11.To get any deposit bonus credited to your account, you need a deposit of at least 10 EUR amount in equivalent, unless stated otherwise in the bonus requirements. To use the free spins, you need to visit your client area, open the "Bonuses" tab and activate the ones you need. They will then become available for the corresponding slot. In some games, free spins will be available without activation (see the terms below).

Hello Tomas,

That's exactly how it was. In the chat it said 55% doesn't exist for me. But the 176 free spins. On the first day I was able to activate 44, but then it was over because I had no more money in my account. That was the reasoning behind the casino...

Best regards, Damian

Hallo Tomas,

Genau so war das. Im Chat hieß es 55% gibt es für mich nicht. Aber die 176 Freispiele. Am ersten Tag konnte ich noch 44 aktivieren, danach war aber Schluss, da ich kein Geld mehr im Account hatte. So war die Begründung des Casinos...

Viele Grüße Damian

Hello, DamianSt

We are sorry for what you've experienced with our casino.

In cooperation with our relevant team, I can tell you that an amount of 55% of your deposit was added to your account. The rest amount of the Free Spins will be added in the coming days respectively.

We'd like to express our gratitude for taking the time to provide such valuable feedback about this situation and apologize for any inconvenience this may have caused.

Feel free to reach us if there are any extra concerns or questions. We are ready to assist.

Sincerely, NightRush Casino

Hello Nightrush Casino,

The €11 bonus was now on it. Thanks very much. Now the free spins are missing. I wonder why something like this doesn't work automatically. Does the player always have to say please, please?

Best regards

damian

Hallo Nightrush Casino,

Die 11 € Bonus waren jetzt drauf. Vielen Dank. Jetzt fehlen noch die Freispiele. Ich Frage mich wieso so etwas nicht automatisch geht. Muss der Spieler immer Bitte, Bitte sagen?

Viele Grüße

Damian

Thanks for the reply to both parties.

DamianSt,

Do I understand correctly the free spins will be available to you to redeem in the client zone, each day? Did the casino specify when these will be made available to you?

Please keep us updated.

Hello Tomas,

In fact, there are still no free spins in the account.

Best regards

damian

Hallo Tomas,

Es ist tatsächlich so, weiterhin keine Freispiele im Account.

Viele Grüße

Damian

Hello Tomas,

I was now able to activate the next 45 free spins in the chat. But it wasn't in the account.

I hope it will continue in the next few days.

Thanks a lot for your help

Hallo Tomas,

Ich konnte jetzt im Chat die nächsten 45 Freispiele aktivieren. War aber nicht im Account.

Ich hoffe in den nächsten Tagen geht es auch weiter.

Vielen Dank für Deine Hilfe

Thanks for your continuous updates. Please let me know if the bonus was awarded to you in full and if not if you were able to contact the support and remedy the situation with their help.

Looking forward to hearing from you.

Hello, DamianSt

Our Support Team has added the remaining amount of Free Spins.

Also, we added extra 90 Free Spins as compensation for such a long delay. Go there and enjoy!

We're happy to help you, and if there are extra concerns, please contact us in live chat.

Sincerely, NightRush Casino

Hello,

Thank you, the free spins were there and even a lot more games. Thank you that it still worked.

Tomas, thanks for your support!

So the case can be closed.

Hallo,

Vielen Dank, die Freispiele waren da und sogar noch ganz viele Spiele mehr. Vielen Dank dass es doch noch geklappt hat.

Tomas Danke für Deine Unterstützung!

Der Fall kann also geschlossen werden.

Dear DamianSt,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you and NightRush Casino for your cooperation.

Please do not hesitate to contact our Complaint Resolution Center if you run into issues with any online casino in the future. We are here to help.

Best regards,

Tomas

Casino.Guru