Videoslots Casino - Der Spieler ist auf einen technischen Fehler im Casino gestoßen.

Mot the advertised 100% bonus deposited. The bonus balance was clearly displayed. When asked, it was said that there was a glitch and there was no bonus credit. By sending a screenshot showing the credit, I was advised to refresh the page - hey presto, bonus gone.

But hey, I still had 11 free spins.

Mot dem beworbenen 100 % Bonus eingezahlt. Das bonusguthaben wurde klar angezeigt. Auf Nachfrage wurde dass gesagt, dass es einen glitch gäbe und kein bonusguthaben da wäre. Mit senden eines Screenshots, auf dem man das Guthaben sah, wurde ich darauf hingewiesen die Seite zu erneuern - schwupps, bonus weg.

Aber hey, ich hatte ja noch 11 freispiele.

Dear sandyisabella,

Thank you very much for submitting your complaint. I’m really sorry to hear about your issue with Videoslots Casino. I’m afraid I will need more information regarding your problem. Please could you elaborate?

Was any balance lost on your account? (bonus balance or real balance) Are you able to access your bonus history in the casino and share it with us?

I will be waiting for your reply patiently.

Best regards,

Tomas

Hello, it was about the welcome bonus of 100% (in my case 50 € bonus credit), I can only access it if I activate the account again, I had it deactivated in the course of the error.

Hallo, es ging um den willkommensbonus von 100% (in meinem Fall 50 € bonisguthaben) , zugreifen kann ich nir wenn ich das Konto wieder aktiviere, ich habe es im Zuge des Fehlers deaktivieren lassen.

Thanks for the explanation.

Do I understand correctly that only a portion of the bonus was in reality granted to you on deposit?

Did the casino explain why the bonus wasn't granted to your account? Were you offered a bonus as compensation?

Please understand we cannot punish casinos if they didn't grant you a bonus. I'll await your reply.

No. Nothing was granted from the bobus. It was advertised with 100%, in the end I "only" had my deposit. Nothing was offered in compensation.

The explanation was that there was probably a technical glitch. I didn't get any more information.

Nein. Von dem Bobus wurde gar nichts gewährt. Es wurde mit 100% geworben, letzten Endes hatte ich "nur" meine einzahlung. Es wurde nichts als Entschädigung angeboten.

Die Erklärung war, dass es wohl einen technischen glitch gab. Mehr Infos habe ich nicht bekommen.

Thanks for your reply.

Did you decide to play either the free spins or the amount you deposited before your account was deactivated? Was there any withdrawable balance left on your account?

Dear sandyisabella,

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.