Coins.Game Casino - El bono del jugador ha sido denegado.

Every day I would receive emails from this casino offering bonuses of 150%, 200%, and when they offered 250%, I got tempted. I went to the site and deposited 50 euros for the 250% bonus and 200 free spins. Before depositing, I contacted the chat support, and Danil assured me that everything would be fine. I showed him my email with the 250% bonus promotion. He told me that I needed to enter the code first and then deposit the money. That's exactly what I did; I entered the code in the cashier section, then deposited the money, and clicked submit. I received 50 euros and 50 spins, and that was it. I reached out several times to the help chat, but they blamed me, insisting that it was my fault. I followed the instructions of their employee exactly as told. They knew I wanted this bonus and did not assist me! Below are screenshots of the promotion and my conversation with Danil before I paid. I asked him for reassurance because their site menu is very complicated and confusing. That's why I turned to the chat, but in the end, I was cheated out of 125 bonus euros. I am asking for help because it's upsetting to be treated this way as a player. I paid and did not receive either 100% or 250% bonuses.

Я каждый день получала @ от этого казино с рекламой 150%,200% ,а на 250 % Я повелась и зашла и закинула 50 евро на 250% и 200 бесплатные спины ,перед тем как ввести деньги я зашла в чат и Данил заверил меня что всё будет хорошо, я ему показала мой емайл с рекламой бонусом 250 %.Он сказал что мне нужно ввести код а потом деньги.Так Я и сделала в кассе ввела код а потом деньги и нажала.Пришло 50 евро и 50 спинов и всё.Я обращалась много раз в чат помощи ,но они меня винят ,говорят что я сама виновата.Ихний сотрудник как мне сказал,так я и сделала.Они знают что я хотела этот бонус и мне не помогли!Внизу скриншоты с рекламой,и с работником Данилом перед тем как платить деньги я с ним разговаривала,просила его подстраховать.Так как у них меню страницы очень сложное много всего можно запутаться из-за этого я обратилась в чат А в итоге меня кинули на 125 бонусных денег.Прошу помочь мне так как обидно,как можно так издеваться над игроками.Я заплатила а не получила не 100 не 250 %

Dear oksanakraas76,

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 forward me the entire email with the promotional offer? My email address is veronika.f@casino.guru.

Have you entered the correct bonus code before you made your deposit?

Which payment method did you use for depositing money into this casino?

Have you contacted customer support after you found out that a different bonus was credited to your account?

Have you played with this bonus yet, or is the balance in your account still untouched?

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

Hello. I received a letter with a 250% bonus and 50 free spins. I made a mistake at the top, not 200 but 50. I went to the site, but since they have a very complex page menu, because of this I contacted the support chat and did not know how to pay. I talked to Danil and asked him to back me up, he checked the letter and said everything was fine, no problems, but he said to first enter the code, and then the money. So I did and got ... I was very upset! They did not help me with anything, and then they blocked me in the chat. They said that it was my own fault, I did not click on the arrow next to the code. But Danil did not tell me to click on it. He said to enter the code and then the money! I did not touch the money 50 euros and 10 spins (5 days for 10). But when they told me that I would not receive anything. I played later and lost 🥲 But I wanted to play with the bonus, with the bonus maybe and I won. I asked them, almost begged them to give me my bonus, they are heartless, arrogant, how can you treat clients like that. This bonus is rightfully mine. They knew that I wanted to activate it, but they don’t care what the client says. They repeated like parrots that it was my own fault. It seemed like one person was communicating with me under different nicknames and apparently laughing there: that’s what she should have thought!

Здравствуйте.Я получила письмо с бонусом 250% и 50 фри спины Я вверху ошиблась не 200 а 50 .Зашла на сайт ,но так как у них очень сложное меню страницы, из-за этого я обратилась в чат поддержки не знала как платить.Я разговаривала с Данилом просила его меня подстраховать ,он проверил письмо и сказал всё хорошо нет проблем,но сказал сначала введите код ,а потом деньги.Так Я и сделала и попала ...Мне было очень обидно!Мне не чем не помогли ,а потом в чате заблокировали.Сказали что я сама виновата,на стрелочку не нажала рядом с кодом .Но Данил не говорил на неё нажимать.Он сказал код ввести а потом деньги!Я деньги 50 евро и 10 спинов(5 дней по 10)не трогала.Но когда мне сказали что я не чиго не получу.Я позже сыграла и проиграла 🥲Но я хотела с бонусом играть,с бонусом может я и выиграла.Я их просила ,чуть ли не умоляла мне мой бонус отдать,они бездушные,высокомерные ,как можно так с клиентами обращаться.Этот бонус по праве мой.Они знали что я его хотела активировать,но им всё равно,что клиент говорит.Они как попугаи повторяли ,что я сама виновата.Такое впечатление что под разными никами один человек со мной общался и походу там смеялся:так ей и нада думал!

At other casino chats, they are happy to help if the bonus doesn't arrive, they knew what I wanted, this bonus. And still didn't help

Bei andere Casino chat hilft gern wenn bonus kommt nicht,die wussten was ich wollte diese Bonus .Und troztdem nicht geholfen

Payment was with Paysafecard

Zahlung war mit Paysafecard

Thank you for your reply. I can completely understand your frustration and I truly wish we could assist you further with this issue.

However, after reviewing your case, I must clarify that the promotion you intended to activate was not actually activated, as it requires you to click the arrow next to the code. Unfortunately, without taking this simple step, the promotion would not have been applied to your account.

I understand that this might be disappointing, especially considering you were likely hoping to use the bonus. However, since you already proceeded with gameplay and spent your deposit with a different bonus, we are unable to make adjustments retroactively. When a bonus is activated, players essentially agree to the terms and conditions tied to that bonus. This means that any bonus play has to occur within the framework set out by the casino.

Given these circumstances, I am afraid we are unable to offer any further assistance in this matter. I truly wish we could resolve this in a different way, but based on the outlined rules, we must proceed with rejecting the complaint.

Thank you for your understanding.

Best regards,

Veronika