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For Christmas, I visited my family, and knowing that I enjoy going to physical casinos, my nephew introduced me to this app to play slot machines. I asked for the bonus, quickly met the wagering requirements, made my deposit, but it just kept getting canceled. I tried to explain the situation to them, but they cling to a copy-paste of their IP policy or something like that, sticking to the same script. Their customer service is rude, ineffective, and lacks common sense and human touch. I don't think I'll be able to recover anything now; what's lost is lost, but hopefully, this serves as a learning experience.

Por navidad vine a a visitar a mi familia, a lo cual un sobrino a sabiendas que me gusta ir a jugar a casinos en físico, me presentó esta app para jugar tragamonedas y pedí el bono , muy rápido cumplí el requisito de apuestas, hice mi deposito y solo los cancelaban, les trates de explicar la situación se aferran a un copia y pega de su política de Ip algo así, no salen del mismo guión y el servicio al cliente es déspota, ineficaz carente de sentido común y tacto humano, no creo recuperar ya nada ,lo perdido estará pérdido, solo que sirva de experiencia

Dear Eugeniocampu52,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you are experiencing. Please allow me to ask you a few questions to clarify your situation.

Does your nephew, or any other family members, play in this casino as well?

Have you used your own device (mobile phone, notebook, tablet, etc.) to access the casino website, or did you use your nephew's device?

What type of bonus did you activate and play with? Was it a deposit bonus, or a free no-deposit bonus?

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

Best regards

Veronika

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Dear Eugeniocampu52,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.