1xSlots Casino - Der Spieler hat ein Problem mit einem Bonus.

I can't bet my bonus won in the 150 spins I already made the deposit and even if I can't use the bonus

No puedo apostar mi bono ganado en los 150 giros ya realice el deposito y aun si no puedo usar el bono

Dear Liz,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please, could you provide more information and details so we can understand fully what the issue might be? Please describe what’s going on better. Are you complaining that you cannot play with your bonus? Have you tried contacting the casino regarding this issue? Could you forward any relevant communication between you and the casino to kristina.s@casino.guru? I will be waiting for your reply patiently and hope to help you as soon as possible.

Best regards,

Kristina

The casino told me to contact the supplier of the promotional code ... in fact they gave me 150 free spins of that spin, it generates an amount of 350,000 guaranies but it does not allow me to bet that amount ... the conditions indicate that I must make a deposit to use this bonus but still they do not allow me to use the bonus balance to bet

El casino me indico que me comunicara con el proveedor del codigo promocional...de hecho me regalaron 150 giros gratis de ese giro genere un monto de 350.000 guaranies pero no me permite apostar ese monto..las condiciones indican que debo de hacer un deposito para utilizar dicho bono pero aun asi no me permiten utilizar el saldo del bono para apostar

What exact bonus code did you use, please?

GURU code

Codigo GURU

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

OK

Hello Liz.

Thank you very much for sharing your negative experience with the Casino. We will now try to get in touch with them.

Good day, Liz,

It is sad that you have difficulties with our bonus. Let me assist you with the rules explanations: the promocode GURU can be used only once and for using it you get freespins in Great Panda game. You can play freespins the way you want it, but the winnings will be locked after you finish spins. Now, the complicated part, in order to unlock the winnings, you need to do wagering for own funds. This way, these free spins work more like version of cashback option rather ordinary free spins. I hope my explanation covers it.

For now, you have started the wagering already, you can see your progress in the same section where you initially entered the promocode - it is "Bonuses and Gifts". So when the numbers will be equal in the chart, the winnings will be unlocked and will get transfered to your account automatically. The wagering can be done almost in any game.

ah then it's a j **** I don't like your promo I'll stick with 1xbet thanks

ah entonces es una j**** no me gusta su promo me quedo con 1xbet gracias

Hello Liz.

I am very sorry about the whole situation. As I can see the bonus is misleading for the players, although, it contains all the necessary conditions on both sides. Therefore, we are forced to reject the case.

But, we highly appreciate that you shared the experience with the bonus and thanks to you, we have decided for reclassification of the bonus to deposit bonus with more clear conditions to avoid any future misunderstanding. 

Please, let me know if you have any questions or require further assistance. 

Best regards, Jozef

Casino.Guru

jozef.k@casino.guru