Hey. I signed up for this casino, I was suppose to get 100 free spins upon sign up. Well first they want to verify you it says they only accept jpg files so I uploaded my docs and it kept saying no they need that certain jpg files but that's what I've been sending so 2 days of me constantly trying to upload it finally got accepted come to find out there's 2 other stages to this verification and they each have to be verified separately I signed up over a week ago and I'm still on stage 3, so I pretty much gave up on the sign up bonus because you get a limited time to get verified or you lose your bonus so I guess I lost them because of them, so I decided to deposit while I get verified and grab one of those bonuses so I choose the 100 free spins daily bonus so everyday your suppose to get the specified amount of free spins depending on your deposit I deposited $14.33 Canadian so for them it's ($10.00) and with my $10 deposit I am to receive 30 free spins daily that deposit was 3 days ago and I'm still waiting for the spins I tried talking to live support but it's literally just 2 robots names John and Vanessa who keep sending you back to each other without actually resolving anything on most occasions Vanessa would just say she's transferring you to a live agent and then would end your chat. There is no human live interactions going on in there casino what so ever even the emails I get from them like 7 daily is from Vanessa. Also I even asked for our conversation to be sent to me like you do on app the casinos and they say they sent it but you never get it.

Dear renatasvab,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Can you please clarify which deposit bonus you tried to activate? If possible, please post a link or promo code you used to activate the offer here in this thread.
• Have you already played with your deposit, or is it still in your casino account?

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,

Kristina

Thank you for your reply, renatasvab. Could you please advise if you've already played with your deposit? Also, have you played with the compensation bonus you received?

Yes I've played the money I've deposited I was annoyed that I couldn't get ahold of anyone except for 2 robots that kept closing my chat after telling me that they will transfer me to an agent. And the 100 free spins that they put in my account didn't work so they told me to cancel it and the team will get back to me asap once they resolve the issue. I haven't heard a thing back.

renatasvabI understand how disappointing it can be when a bonus is not granted. However, it is important to note that most online casinos can decide, without further explanation, not to award a bonus. A bonus is essentially a gift from the casino, and it's up to the casino to determine if you qualify for it. For this reason, we can't compel the casino to give you this bonus or penalize it for refusing to grant it to you.

Since your deposit, which was supposed to activate the bonus, was used for playing, it's technically impossible to credit you a bonus related to said deposit. If you happen to find yourself in a similar situation in the future, you can opt to request a refund of unspent funds due to the bonus not being credited. However, it will depend on the refund policy of a specific casino.

Since we can offer no further recourse in this situation, the complaint will 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.