LeoVegas Casino - Гравець отримав нагороду Free Spins за недоступний слот.

I don't know I don't know

The slot machine gave me 5 free plays of a game that does not exist in such an online casino, they told me that it is in maintenance and these free plays last 72 hours, the truth is that it is a hoax.

el tragamonedas me regaló 5 jugadas gratuitas de un juego que no existe en tal casino online, me dijeron que está en mantenimiento y estas jugadas gratuitas duran 72 horas , la verdad que es un engaño.

Dear Stephany,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Have you tried to communicate this issue with the casino? Please forward any relevant communication to petronela.k@casino.guru.

Please understand that not all the games are available for all the players. These restrictions are usually given by the license for a specific game provider. 

Looking forward to hearing from you.

Best regards,

Petronela

My annoyance is that they should not give free plays if the game is not available and they gave me that bonus 2 times, on top of that I requested my withdrawal of 400 soles on July 21 and so far nothing

Mi molestia es que no deben dar jugadas gratis si el juego no está disponible y me dieron ese bono 2 veces, encima solicite mi retiro de 400 soles el 21 de julio y hasta ahora nada

Dear Stephany,

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint.

Could you please advise if you have completed the account verification successfully in the past? Which payment method you have opted for? 

They told me that on July 23 the account had already been verified, however so far nothing, I chose to deposit to my savings account (transfer) in Betsson I never have problems it is always overnight, what a waste of time seriously that money was already destined for something important

Me indicaron que el día 23 de julio ya se había verificado la cuenta , sin embargo hasta ahora nada , elegí depósito a mi cta de ahorros(transferencia) en Betsson nunca tengo problemas siempre es de un día para el otro , que pérdida de tiempo enserio ese dinero ya estaba destinado para algo importante

This slot machine sucks, you always give away free games that don't exist and now my money can't be

Es un asco este tragamonedas siempre regalas tiradas gratis de juegos que no existen y ahora lo de mi dinero no puede ser

Dear Stephany,

Thank you very much for your quick reply. Could you please forward the confirmation of a successful account verification? Have you tried to communicate the issue with Free Spins for an unavailable slot machine with the casino? If there’s any relevant communication, please forward it too. 

I read Vegas confirmed on July 29 that my cta had been correctly validated, however I still have no response to anything, I write to them, they ask me for information and then again they make me wait, I contact them again and they make me wait I contacted my bank and they tell me that this problem has to do with the slot machine, I urgently need that money

leo Vegas me confirmo el día 29 de julio que mi cta había sido validada correctamente , sin embargo aún no tengo respuesta de nada les escribo , me piden información y luego otra vez me hacen esperar vuelvo a comunicarme con ellos y me hacen esperar me comuniqué con mi banco y me dicen que ese problema lo tengo que ver con el tragamonedas, yo necesito urgente ese dinero

Thank you very much, Stephany, for your reply. I will now transfer your complaint to my colleague Jozef who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Stephany.

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

We would like to ask the Leo Vegas 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’.

Hello Stephany.

We have received response from the casino. See below.

In this case, I would ask you to kindly advise your client to contact our customer support team directly on support@leovegas.com should they have any queries and this will be looked into. Due to GDPR we do not have access to deal with this case.

Stephany, please, could you contact the casino support and inform us about the outcome?

Dear Stephany.

Please, is there any new information about your case?

Since we haven’t received any response from the player regarding the issue, we consider her issue got resolved.

The player can reopen this complaint anytime.