The player claimed a bonus found on Casino Guru, but she cannot fulfill the wagering requirements, because she cannot load the casino’s website. We rejected the complaint because the player didn't respond to our messages and questions.
Surf Casino - Player cannot access the casino’s website.
Amount: €31
Surf Casino
Safety Index:Below averageSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
6.0
Surf Casino has a Safety Index of 6, which makes it a casino with a below-average level of safety. Explore this casino’s Safety Index
Closed
Our verdict
Player stopped responding
REJECTED
Case summary
5 years ago
Public
mons
Unregistered user
Public
5 years ago
Translation
I requested the bonus on the guru page that was 100 free spins and I think I won 31 euros at Book of Egypt. Of course I still have to convert the bonus but I can no longer call up the page. I just confirmed my email on the page. ,
Automatic translation:
Public
Complaint Resolution Center Team Lead
Public
5 years ago
Dear Mons,
Thank you very much for submitting your complaint. I am very sorry to hear about your negative experience. I tested the website and I didn’t come across a problem similar to what you are describing. I verified my account and claimed the same bonus, and everything seems to be working fine for me. Have you tried deleting your cookies and reloading the website again?
Thank you in advance for a reply.
Best regards,
Kristina
Public
Complaint Resolution Center Team Lead
Public
5 years ago
Dear Mons,
We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.
Public
Complaint Resolution Center Team Lead
Public
5 years ago
Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.
The player can reopen this complaint anytime.
