Fat Panda Casino - Гравець стикається з проблемами рекламних спінів.

Dear CasinoGuru Team,

December 31st 2024, I received a promotional enail from their VIP Support.

Bonus code : DEC2024

20 Free Spins without deposit on Juicy Reels slot (Wazdan).

Unfortunately, after claiming the bonus code, I saw that this provider is restricted in my area.

When I attempt to contact them by LiveChat in order to switch free spins, it was writted that their support was closed to allow their employees a relaxation time for the New Year festivities.

Then, I explained my situation in the contact form.

Lisa from their support contacted me 36 hours later by email to inform me that it’s not possible to move the free spins as the promo is ended.

I explained to her that their support was closed and that they took 36 hours to answer me!

She told me that as per their records, I contacted them December 24th. But it’s false, I contacted them 1 time, AFTER receiving this promo December 31st.

I want to denounce that they provide promotions with restricted providers and that they have a bad will.

Thanks for your precious time allowed to this upsetting situation.

Have a nice day!

Respectfully,

Olivier L*****er, from Québec, Canada, North América.

Hello OlivierL007,

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

• Could you please advise if your account is already verified and if yes, since when exactly?
• Was this your first ever bonus claimed?
• When was the last time you spoke to the casino and what was it about?

Please note that unless you had to deposit, so in case of free bonus, it is entirely up to the casino to set the rules. I can mostly only advise to claim a different bonus usable in your country.

Looking forward to your answer.

Regards,

Nick

Due to an exceptionally high volume of complaints, we kindly ask for your patience. While we strive to publish complaints within 48 hours, follow-up responses may take up to 7 days. Assigning your complaint to a resolver might also take longer, as we’re currently managing close to 1,000 complaints.

Thank you for your understanding. Wishing you a wonderful New Year 2025!

Dear Nick,

Thanks for your fast and detailed answer.

1) My account is verified since my registration there are several months ago.

2) It’s not the first bonus claimed ever, I remember that I claimed the welcome offer and some no-deposit spins.

3) I contacted the casino December 31st 2024. I don’t contacted them before.

I understand that you cannot force a casino to provide a bonus.

But with this complaint I want to inform their actual and future customers about this bad will and bad practice.

They provided a New Year gift which is not usable in my area, LOL. It’s illogical. They are supposed to accept to switch provider.

The most insulting is that Lisa answered me that the New Year is ended so the promo too… while I contacted them right after receiving this bonus… and that their instant help were closed 😂.

Thank you again for your professionalism. Have a nice day!

Hello OlivierL007,

Thank you for providing the information.

Unfortunately, it is common practice for bonuses to be sent out to all players without verifying whether the specific games are available in their region.

Given these circumstances, I will now proceed to close the complaint.

Thank you for your understanding.

Best regards,

Nick