I've opened an account to Videoslots in the past, but have never deposited.

Today I received an "exclusive" e-mail from them offering 150 wager free spins to Jack and the Beanstalk in exchange for the first deposit. The e-mail also mentions the availability of a 100% deposit bonus code.

To me, these are clearly presented as separate offers. Free spins for first deposit + optional deposit bonus on top of spins. 

Please find the screenshots of the promotional e-mail in question attached to this to see it yourself.

It goes without saying that after I made the deposit, I obviously didn't receive any free spins. Chat and e-mail support are stating that I should've used the bonus code in order to receive the free spins, and refuses to activate anything manually.

"This Welcome Deposit Bonus can be activated and used in conjunction with 150 Free Spins. However, it cannot be used in conjunction with any other bonuses."

It can be activated, sounds optional to me. It says nowhere that any bonus codes should be used in order to receive promoted free spins.

Dear Antti

Thank you for submitting your complaint. I am sorry to hear about your troubles. Could you please forward your communication with the casino regarding this issue to me? 

Best regards,

Satrio

Good day Satrio,

yes, I can send you the screenshots of our e-mail exchange, but can we keep it for now as private data not for everyone else than concerned parties to see? Or should I forward it via e-mail, if so, may I have your e-mail address?

I should also give you a quick update. After being told already multiple times I'm just not getting any of "exclusively" promoted free spins, I decided to wager my balance through Blackjack and do a withdrawal in case there's anything left, I managed to double my balance and withdrew it all away. After all, how could I possibly justify playing any more than necessary on a casino that just screwed me in such a harsh manner?

On the next day, I received an e-mail with a whole different tone from a new customer service agent. Find a short quote below.

"You made the deposit in time for the offer (even though did not use the code) and you have received the email, so, there should be no problem adding those freespins as long as you do not play the 11 freespins in your account (because those 150 would replace the 11 spins)."

Of course, I wasn't really expecting anything based upon my experiences with this company from a day earlier. Luckily so, as on Monday, I received the latest e-mail stating again that I'm absolutely getting nothing as the withdrawal - that I did thinking I'm already done for life with these crooks, and I most definitely are - ruined it all this time.

This whole thing is a prime example of horrendous customer service. I don't know if it's a lack of training or plain stupidity, but to me, it's impossible to understand how a guy like Johannes S. could pass the recruiting process to tasks even remotely related to customer service.

Of course, I'm not expecting to get anything at this point, these crooks have already shown their true selves. But perhaps it benefits more people to know about this highly rated casino's way of handling matters.

Dear Antti,

Apologize for the delay, yes you can send to my email: [email protected] and I will contact the casino representative regarding this issue.

Regards & happy holidays

We would like to ask the Videoslots 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’.

Hi,

We are currently reviewing this internally. You will hear back from us soon. 

Best regards,

Team Videoslots

After one month, a few dozen e-mails and one public complaint I'm pleased to inform you, dearest Guru, that exceptionally fair and honest customer service of Videoslots finally credited promoted free spins into my account. It ain't over 'til it's over, I guess.

Dear VideoSlots Casino and Antti,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system.