Lottomatica Casino - El jugador no puede completar la apuesta de bonificación.

Two days ago I won, with the wheel of fortune, a bonus of one thousand euros, to be converted, within twenty-four hours, replaying it twenty times. I start playing, on the few dedicated slots, and after twelve hours practically without interruption, I manage to convert 78% of the total and I still have about 820 euros available. At that point, it was one in the morning, I decide to go to sleep and wake up early to try to complete the work. The next morning, I wake up at six, I connect and the games dedicated to the bonus are not available for maintenance. I make a few more attempts and then send a message to support in which I explain the problem and ask for that time to be "recovered". At eight I connect again (the bonus expired around nine) and find a new unexpected event: a screen that asks me to update my personal information and, even after having done so, it reappears preventing me from doing anything else. I send a second message to support and then I dedicate myself to other personal commitments. In the afternoon I receive an email from them telling me that the login problem has been solved, but nothing about the bonus that I was unable to finish converting (maybe I couldn't, but I had the right to try).

That's it. I thought about closing the account, but then I remembered you and thought I'd try this route.

Due giorni fa ho vinto, con la ruota della fortuna, un bonus di mille euro, da convertire, entro ventiquattr'ore, rigiocandolo venti volte. Comincio a giocare, sulle poche slot dedicate, e dopo dodici ore praticamente senza interruzione, arrivo a convertire il 78% del totale e mi rimangono ancora circa 820 euro disponibili. A quel punto, si era fatta l'una di notte, decido di andare a dormire e svegliarmi presto per tentare di completare l'opera. La mattina dopo, mi sveglio alle sei, mi collego e i giochi dedicati al bonus non sono disponibili per manutenzione. Faccio qualche ulteriore tentativo e poi invio un messaggio all'assistenza in cui espongo il problema e chiedo che quel tempo venga "recuperato". Alle otto mi collego nuovamente (il bonus scadeva verso le nove) e trovo un nuovo imprevisto: una schermata che mi chiede di aggiornare le informazioni personali e, pure dopo averlo fatto, mi si ripresenta impedendomi di fare altro. Mando un secondo messaggio all'assistenza e poi mi dedico ad altri impegni personali. Nel pomeriggio ricevo una loro email in cui mi dicono che il problema di accesso è stato risolto, ma niente riguardo al bonus che non ho potuto terminare di convertire (magari non ci riuscivo, ma avevo diritto a provarci).

Questo è quanto. Avevo pensato di chiudere il conto, ma poi mi sono ricordato di voi e ho pensato di provare questa strada.

Dear OscarP,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with the online casino.

In order to better understand your situation and assist you effectively, I would like to ask you a few questions:

• Can you confirm the time and date when you initially won the bonus?
• Did you receive any specific error messages when trying to log in or access the games?
• Have you documented your communication with the support team, and if so, can you forward those messages to us? My email address is petronela.k@casino.guru.
• Did you request clarification about the bonus expiration, and what was their response?

Your cooperation in providing these details will help us investigate and work towards a resolution.

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

Best regards,

Petronela

Good morning Petronela, thank you for your interest.

The bonus was awarded to me at 9:09 on May 19th (I can send you a screenshot of this).

The problems started the next morning, when I still had three hours to complete the conversion. First (at six in the morning) the enabled games were unavailable for maintenance. Then (at eight) I was continually asked to update my personal data, preventing me from proceeding further.

Since I sent the messages through the form on the site, I do not have a copy. As for their response, they limited themselves to telling me, when the bonus had expired and been eliminated, that the access problem (i.e. the screen that asked me for my personal data) had been solved.

Buongiorno Petronela, grazie per l'interessamento.

Il bonus mi è stato assegnato alle 9,09 del 19 maggio (di questo posso inviarti lo screenshot).

I problemi sono iniziati la mattina successiva, quando avevo ancora tre ore di tempo per completare la conversione. Prima (alle sei del mattino) i giochi abilitati non erano disponibili per manutenzione. In seguito (alle otto) mi veniva continuamente richiesto di aggiornare i dati anagrafici, impedendomi di proseguire oltre.

Avendo inviato i messaggi tramite il form sul sito, non ne ho copia. Quanto alla loro risposta, si sono limitati a dirmi, quando ormai il bonus era scaduto ed era stato eliminato, che il problema di accesso (cioè la schermata che mi chiedeva i dati anagrafici) era stato risolto.

Hello, I have an update to give you: Lottomatica just informed me that they have assigned me a new play bonus of one thousand euros (to be played again starting from scratch, of course it would have been better if they had restored the previous one). I imagine it is thanks to your intervention and I thank you with all my heart. 🙂

OscarP

Salve, devo comunicarvi un aggiornamento: Lottomatica mi ha appena informato di avermi assegnato un nuovo playbonus da mille euro (da rigiocare partendo da zero, certo sarebbe stato meglio se mi avessero ripristinato il precedente). Immagino sia merito del vostro intervento e vi ringrazio di tutto cuore. 🙂

OscarP

Hi OscarP,

That’s fantastic news! I’m glad to hear Lottomatica has granted you a new €1,000 play bonus.

Could you please confirm if you’re satisfied with this outcome and whether we can now close your case as "resolved"? If there’s anything else you need, just let me know.

Yes, I would say that we can consider it solved. 🙂

Thanks again for your valuable input.

A hug, OscarP

Sì, direi proprio che possiamo considerarlo risolto. 🙂

Grazie ancora per il vostro prezioso intervento.

Un abbraccio, OscarP

Dear OscarP,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot (link here). An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Petronela

Casino.Guru

We've reopened this complaint as per the player's request. We would like to give this case one more chance to get resolved and help both parties involved to reach a satisfactory conclusion.

Additional comments from the player:

As in the best fiction, there was a twist! After a few hours of playing with the new bonus, when I closed a slot session I found myself with the bonus balance zeroed. I contacted support, bothering three operators, to be told that the session is blocked (or not reported) and that the unlocking occurs within 48 hours (but the bonus expires in 24). Furthermore, from my panel the game history shows the session as "completed", but the assistant says that it is something different from "finished" (and only they can see this). We'll see what happens until tomorrow. The impression is that they are making money off it.

Thanks and sorry again for the inconvenience.

OscarP

We’ve reopened this complaint as per the player’s request. We would like to give this case one more chance to get resolved and help both involved parties to reach a satisfactory conclusion.

Additional comments from the player:

Come nelle migliori fiction, c'è stato un colpo di scena! Dopo qualche ora che giocavo col nuovo bonus, nel chiudere una sessione slot mi ritrovo col saldo bonus azzerato. Ho contattato l'assistenza, disturbando ben tre operatori, per sentirmi dire che la sessione è bloccata (o non refertata) e che lo sblocco avviene entro 48 ore (ma il bonus scade in 24). Peraltro, dal mio pannello lo storico delle giocate dà la sessione come "completata", ma l'assistente dice che è cosa diversa da "terminata" (e questo possono vederlo solo loro). Staremo a vedere cosa succede fino a domani. L'impressione è che ci marcino.

Grazie e scusate ancora per il disturbo.

OscarP

Hi OscarP,

Thanks for the detailed update—and I’m very sorry you’ve had to go through all that. I appreciate you reaching out to support already.

• Have you heard anything further since your last conversation?
• If you’ve received any emails, chat transcripts, or screen-shots from the operators explaining the status of your session or the bonus, could you please forward those on to me? Having that information will help us escalate this internally and get you a clear answer on when your funds will become available.

I know it’s frustrating to be caught between a 24-hour expiry and a 48-hour "unlock," so we’ll push to get clarity as quickly as possible.

Thanks again for your patience, and I look forward to any updates you can share.

Good morning and thank you for your patience in following this surrealist soap opera. 🙂

I just checked and the balance is still zero. As for the chats, I don't think it's possible to go and recover them to take screenshots (if you know how, tell me).

As soon as there is news, I will update you.

Thanks again,

OscarP

Buongiorno e grazie a voi per la pazienza nel seguire questa telenovela surrealista. 🙂

Ho appena controllato e il saldo è ancora azzerato. Quanto alle chat non credo sia possibile andarle a recuperare per fare gli screenshot (se sapete come si possa fare, ditemelo).

Appena ci sono novità, vi aggiorno.

Grazie ancora,

OscarP

Thank you very much, OscarP, for providing all the necessary information. I will now transfer your complaint to my colleague, Kubo (jakub.m@casino.guru), who will be at your assistance. I wish you the best of luck and hope your issue is resolved to your satisfaction in the near future.

As promised, I'm updating you: at this time the bonus balance is back to normal.

Let's see how it ends. 🙂

See you soon, OscarP

Come promesso, vi aggiorno: in questo momento il saldo bonus è tornato normale.

Vediamo come va a finire. 🙂

A presto, OscarP

Dear OscarP,

I'm Kubo, and I’ll be handling your complaint from this point forward.

If there have been any new developments since your last update, please feel free to share them with me. From your latest post, I understand that your bonus balance has been restored. I hope this means the issue has been fully resolved on the casino's end and that you'll now be able to complete the bonus wagering successfully. As you said - let’s see how it goes.

Since Lottomatica Casino has not yet registered a representative account on our platform, they are currently unable to respond directly in the complaint thread. However, I’ve reached out to their representatives through an alternative channel to request clarification on the root cause of the issue and to confirm whether it has been fully resolved.

I’ll make sure to keep you updated here as soon as I receive any news.

Thank you for your patience and understanding.

Best Regards,

Kubo

Dear Kubo, I have an update for you that I imagine will be final by now. Namely, after the bonus balance was restored I played for a little over an hour and the problem recurred at the end of another session. I haven't even contacted support since yesterday they explained to me that they can't do anything about it and you just have to wait. Now, there is less than an hour left until the bonus expires and so I would say that the games are closed.

In summary: let's say that, without counting the night hours in which I would not have played anyway, between yesterday and today I was deprived of at least five hours in which I could have tried to redeem the bonus. Patience.

Thank you for your attention and support.

Caro Kubo, vi do un aggiornamento che ormai immagino sarà definitivo. Ovvero, dopo che il saldo bonus era stato ripristinato ho giocato poco più di un'ora e il problema si ripresentato al termine di un'altra sessione. Non ho neanche più contattato l'assistenza dal momento che già ieri mi hanno spiegato che non possono farci nulla e bisogna solo aspettare. Ormai, manca meno di un'ora alla scadenza del bonus e quindi direi che i giochi chiusi.

Riassumendo: diciamo che, senza contare le ore notturne nelle quali comunque non avrei giocato, tra ieri e oggi mi sono state sottratte almeno cinque ore nelle quali potuto provare a riscattare il bonus. Pazienza.

Grazie per l'attenzione e il supporto.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear OscarP,

I sincerely apologize for the delay in addressing your complaint, which was due to my recent sick leave. I have since reached out to the casino directly regarding your issue. Unfortunately, the response I received appeared to be a generic one, suggesting that your concerns were not properly reviewed or taken seriously.

To ensure we have a clear record, could you please confirm whether the casino ultimately failed to address your complaint adequately, resulting in the forfeiture of your bonus?

Thank you for your understanding, and I look forward to your response.

Dear Kubo,

I'm very sorry to hear that you've had health problems.

As for the matter, I could not try to redeem the bonus, neither the first nor the second time, due to a series of technical problems (which I hope are absolutely random). This is.

Thank you so much for all your interest.

Caro Kubo,

mi spiace molto di sapere che tu abbia avuto problemi di salute.

Quanto alla questione, non ho potuto provare a riscattare il bonus, né la prima né la seconda volta, per una serie di problemi tecnici (che voglio sperare assolutamente casuali). Questo è.

Grazie di cuore per tutto l'interessamento.

Dear OscarP,

Unfortunately, as the casino has not responded to our communications nor shown any willingness to engage regarding the issue with your bonus, I regret to inform you that I have no choice but to close this complaint as unresolved.

I’m truly sorry I couldn’t be of more help in this case. Regrettably, in our experience, Italian casinos are often unresponsive when it comes to addressing player complaints submitted through our platform.

Nonetheless, I wish you the best of luck in your future gaming sessions. Please don’t hesitate to reach out if you encounter any issues with any online casino in the future - we’ll do our utmost to assist you.

Thank you for your understanding and cooperation throughout this process.

Best regards,

Kubo