Hello vincvinc1980,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Spin Rio Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise when exactly did this happen? Did you make any actions on your casino account since - like playing the FS, playing any other game or depositing? Did you have to chose a bonus during the deposit or was it automatically added to your account after it?

Looking forward to your answer.

Regards,

Nick

Hi Nick,

To activate the bonus, you to hit the "match me up" button in the email and you don't have to choose any bonus on the casino website. It is added automatically after deposit.

The same thing happend to me before on other casinos of the same brand and they just add the bonus manually. It happend multiple time actually so I know it's possible.

Since then I have played the 75 $ but they could still had a 75 $ bonus manually.

Hello vincvinc1980 and thank you for all the information. I will now forward your complaint to my colleague Andrej who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Dear vincvinc1980,

I’m sorry to hear about your negative experience. I’ll contact the casino and see if I can help.

I would like to invite Spin Rio Casino to join this conversation and to participate in the resolution of vincvinc1980’s complaint.

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’.

Dear vincvinc1980,

Please be informed that we have made one more attempt to get in contact with one of the representatives of Spin Rio Casino. Therefore, I’m extending the timer by 7 days.

Dear vincvinc1980,

Unfortunately, since we still haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’.

Another option is to file an official complaint at ADR and/or licensing authority of the casino, which I strongly recommend, considering the circumstances.

Please let me know if you decide to do so and/or if our assistance is needed. My e-mail address is [email protected].

The casino can reopen this complaint anytime.

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

Hello everyone,

We thank you for allowing to re-check this issue.

We are currently conducting an internal analysis to understand if and where was a mistake.

We will inform the parts as soon as we have more details and try to solve this challenge positively.

Thank you.

Spin Rio

Thank you, Spin Rio Casino team, for the update.

We will wait for further information from you. I’m setting the timer for seven days.

Any relevant evidence can be forwarded to [email protected].

Hello everyone,

We thank again for the re-opening of this case.

We have contacted the player with further information.

Hope this issue can be resolved now.

Good day.

Spin Rio.

I did not receive any email from the casino and I don't have a 75$ bonus in my casino account.

I have not change email address in the last 10 years so it's still the same.

The issue is not resolve.

Thank you, Spin Rio Casino team, vincvinc1980, for the replies.

Dear casino team,

Could you please review the e-mail address the additional information was sent to?

Dear vincvinc1980,

In the meantime, could you please advise if you’ve also checked your spam folder? (just in case the e-mail for some reason ended up there)

I already checked the spam folder. Nothing !!

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.

Hello,

The matter is resolve now.

Thank you very much !

Dear vincvinc1980

Thank you for your confirmation.

We are happy we could solve this issue.

All the best.

Team Spin Rio.

Thank you all for the updates. We appreciate your cooperation.

As the issue has been successfully resolved, we will now mark this complaint as 'Resolved' in our system.

Thank you, vinvinc1980, for using the Casino Guru complaint resolution center. Please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Best regards,

www.kpvfaw.com