Green Luck Casino - La recompensa del jugador no se paga.

I ran a promotion through a GPT where if you made a deposit and wagered it all, you'd receive a reward. After 5 months and completing all the steps, the casino retains the reward.

Realice una promoción a través de un GPT en la que si realizaba un depósito y lo apostaba todo, recibiría una compensación. Después de 5 meses y cumplir todos los pasos, desde el lado del casino se retiene la recompensa.

Hello,

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

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please clarify what promotion you participated in?
• Could you please explain what the disputed amount of €40/ $ 49.59 represents in this situation?
• Is your account in the casino accessible to you?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

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I participated in a GPT promotion called MM Wall (promoted on the FreeCash website), and despite meeting the requirements, MM Wall tells me the casino hasn't released the reward. To make matters worse, the support team turns a deaf ear or avoids responding to my complaints (trying to deflect the claim that I want a refund or something similar). The disputed amount is $49.59, and the account was placed under review after the complaint, so I can't access it.

Participé en una promoción del GPT llamado MM Wall (promocionado en la página FreeCash), a pesar de cumplir los requisitos me refieren desde MM wall que el casino no libera la recompensa. Para empeorar aún más la situación, el equipo de soporte hace oídos sordos o evita responderme a lo que reclamo (intentando desviarlo a que pretendo una devolución del ingreso o algo así). La cantidad disputada es de 49.59$, la cuenta fue colocada en revisión después de la reclamación por lo que no puedo acceder.

Thanks for your reply.

• Have you contacted the casino support regarding the third-party offer?
• Have they confirmed the promotion was legitimate?

Please note that we are unable to confront the casino if they fail to provide you with a bonus or a reward, especially if the offer comes from a dubious source.

Please let me know.

In the screenshots I've attached the casino's responses, which don't clarify anything. The offer is legitimate according to the GPT (you can also see it in the screenshots), but the casino didn't tell me anything about it.

En las capturas adjunto las respuestas del casino, donde no me aclaran nada, la oferta es legítima según el GPT (también se puede ver en las capturas), pero el casino no me dijo nada en relación a eso.

I apologize,

But the discussion between you and the casino doesn't seem to be regarding a promotional offer, but the casino's refund policy.

• Were you able to discuss the promotional offer with casino support and its legitimacy since filing a complaint?
• What have you learned?

Looking forward to your reply.

I'm attaching the email where I explained the situation and they didn't give me an appropriate response, after which they stopped responding.

Adjunto el correo donde explicó la situación y no le dan una respuesta apropiada, después de esto, cesaron las respuestas.

Thanks for your reply.

From the information you provided, the casino didn't acknowledge having anything to do with the website where you found the promotion, and doesn't know about the promotion you are referring to.

We are not convinced the promotion you participated in is legitimate or in the hands of the casino to fulfill, as it doesn't appear to be related to any gambling on the website of the casino.

We won't be able to confront the casino in order to convince them to deal with the issue, as the promotion was promised to you by a third-party website.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding. I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into issues with any online casino in the future.