Sending a large SMS and email with a 100% no Wagner Bonus on Easter Sunday, but not receiving the bonus and multiple contacts with support were unsuccessful. At first, they said they were aware of the current problem and it would be no problem if I played in the meantime, but now after 6 hours, they're saying I've already played my real money and therefore the amount of 20€ cannot be credited. This is simply outrageous behavior from the casino!

Gro? eine sms und email schicken mit einem 100% no Wagner Bonus am Ostersonntag aber den Bonus nicht gutgeschrieben bekommen und mehrmaliger Kontakt mit dem Support erfolglos. Beim ersten Mal hie? es noch sie würden das aktuelle Problem kennen und es w?re kein Problem wenn ich inzwischen spiele und nun nach 6h hei?t es ich habe mein echtgeld bereits gespielt und deswegen kann der Betrag von 20€ nun nicht gutgeschrieben werden. Einfach nur eine Frechheit vom Casino!

Dear Rag3Voxl,

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

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

• Could you please share the communication in which the casino advised you to play regardless of the issue with the bonus?
• Send emails or chat transcripts to my email at [email protected], or post screenshots here
• Was this your first deposit in this casino?

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

Best regards,

Tomas

Hello, it was already my 3rd or 4th deposit and there were never any problems.

Unfortunately I don't have any chat history here. I actually thought that I would get credit for it because the first support said they knew about the problem and that they were currently working on it. I also asked if it would be a problem if I played with my real money and was told no and a standard answer came with "I should delete my browser history and cookies and restart the website in private mode" again 6 hours later Contacted support to say that I still haven't received a bonus and they said that she doesn't see that I have a bonus. I thought that was the problem and I also sent the screenshot of the text message and email and then it said again that since I had already played my real money it would not be possible for them to credit the bonus, which in my opinion is complete nonsense because they know that That's why I paid in.

Kind regards.

Guten Tag, es war bereits meine 3e oder 4e Einzahlung und es gab nie Probleme.

habe hier leider keinen Chatverlauf. Dachte eigentlich das ich Ihn gutgeschrieben bekomme da der erste Support meinte sie würden von dem Problem wissen und das sie derzeit daran arbeiten. Habe auch gefragt ob es ein Problem darstellen würde wenn ich nun mit meinem echtgeld spielen würde da hie? es eben nein und eine Standard Antwort kam mit ?ich soll meinen Browser Verlauf und Cookies l?schen und die Website neu starten im private Mode" 6h sp?ter erneut den Support angeschrieben das ich noch immer keinen Bonus erhalten habe und da hie? es das sie nicht sieht das ich einen Bonus habe. Ich meinte das w?re ja das Problem und hab auch den Screenshot von der sms und email geschickt und dann hie? es wieder da ich mein echtgeld bereits gespielt habe w?re es ihnen nicht m?glich den Bonus gutzuschreiben was meiner Ansicht nach kompletter Schwachsinn ist weil sie ja wissen das ich deswegen eingezahlt habe.

mfg.

I am sorry but if you played down your balance, that is a situation where usually casinos are unable to credit you the bonus associated with said deposit anymore.

Without any correspondence with the casino, there is little recourse we can offer.

Have you asked the casino to credit you any alternative bonus instead, as compensation? With what result?

I'll ask.

lg

Ich werde mal anfragen.

lg

Has the casino offered any compensation for the bonus that wasn't credited to your account?

Please let me know.

Unfortunately not. The answer is that bonuses will keep coming and they can't offer me anything at the moment

Leider nicht. Antwort ist das immer wieder Bonus kommen wird und sie mir derzeit nichts anbieten k?nnen

Dear Rag3Voxl,

Thanks for your response.

Due to the aforementioned reasons, this complaint will now be closed. 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.