Prestige Spin Casino - El jugador critica la publicidad falsa de la bonificación.

A deposit bonus was promised based on depositing then winning in 6 consecutive games to a value of at least €6 which I did but when raised with Ivan he refused even though he admitted the terms on site were clear and they had no means of monitoring the eligibility criteria hence I got nothing.

Very poor service and I have left them now most unimpressed.

Dear Rachel,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Have you redeemed any free or deposit bonuses in this casino in the past? Have you been personally promised to obtain this bonus or it’s available for any players visiting the website?

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

Hi there,

I can’t recall exactly but I believe I’ve had bonuses in the past if you can furnish me with your email address I can send the email chain where I was told they had no way of monitoring my usage hence they couldn’t apply the bonus stipulated.

Thanks

Rachel

Dear Rachel,

My email address is petronela.k@casino.guru. I will be waiting for your reply patiently.

Thank you very much, Rachel, for providing all the necessary information. I will now transfer your complaint to my colleague Matej 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.

Thanks I look forward to hearing from your colleague.

Happy Christmas 🎅🏻

Hello Rachel.

I am sorry to hear about your troubles.

The casino has a right to exclude any player from the promotion, but in such case, you as a player has right to refund the deposit. I checked your conversation with the support agent, and it more likely looks like that something went wrong and the casino didn't want to investigate the issue.

Could you please confirm that you still have the deposited amount on your account and want that promotion?

And Happy Christmas & New Year.

I closed my account but will accept the bonus retrospectively if it can be applied and reopened.

Thanks

Rachel

I am afraid that this is not possible. Did the casino refund your deposit?

No they did not refund me at all

Well, if you did not gamble your balance, then the casino should refund you. Did you close your account with existing balance?

I gambled to fulfil their criteria, it’s fine I’ll not recommend or use them ever again.

Thanks

Rachel

I am very sorry, Rachel, for your negative experience. Unfortunatelly you spent your balance, and we can't help you in this situation anyhow. If you keep your balance, then we could probably help you. In this situation, we have no other option only to reject your complaint.

I am one more time sorry Rachel.