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I deposited $500.00 MXN to take advantage of the casino's anniversary promotion. The promotion stated that upon depositing, I would receive a 100% bonus plus 100 free spins with no rollover requirement. The bonus was credited instantly. The problem arose with the 100 spins. It's been 48 hours now, and they haven't been credited. I contacted support, and they told me there's a problem with the crediting and that I have to wait another 38 hours to see what the relevant department resolves. It's absurd not to credit the spins immediately. This has escalated from a simple error to fraud and false advertising. I hope you can assist me. Thank you in advance.

my name is

Ernesto PV

user: Jotakzeta

email: [email address hidden by Casino Guru]

Deposité $500.00MXN para obtener la promoción del aniversario del casino. La promoción indicaba que al depositar se me acreditaría un bono del 100% más 100 giros gratis sin condición de rollover. El bono se me acreditó al instante de depositar. El problema vino con los 100 giros. Hasta este momento han pasado 48 horas y no me han acreditado. Le escribo a soporte y me dicen que hay un problema con la acreditación y que tengo que esperar otras 38 horas para ver qué resuelven los del departamento indicado. Es algo absurdo el no acreditar los giros al momento. De una falla ya escala a fraude y publicidad engañosa. Espero puedan auxiliarme. Gracias anticipadas.

mi nombre es

Ernesto P. V.

usuario: Jotakzeta

correo: [email address hidden by Casino Guru]

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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 send me a link to or a screenshot of the anniversary promotion you activated? If you received the anniversary promotion as an email offer, kindly forward me the complete, original email at veronika.f@casino.guru.
• How did you activate the promotion? Did you have to enter a promo code when making your deposit, or was the promotion activated automatically with your deposit?
• When was the last time the casino communicated with you regarding the free spins that were not credited to your account?
• Which game were the free spins supposed to be available for?

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

Dear EPV83,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Veronika
Casino.Guru