Lucky Hunter Casino - プレイヤーのボーナス請求が遅れています。

Hello, I deposited 100 euros and did not receive the 150% bonus. They say the bonus is only for VIP players, but the email doesn't mention anything about it being for VIP players.

Hallo habe 100euro eingezahlt und den 150% bonus nicht bekommen sie sagen der bonus wäre nur für VIP Spieler aber in der Email steht nichts davon das der für VIP Spieler ist

Dear Chefe1986,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Could you please clarify how you activated the bonus? Were you supposed to use a promo code, or special link or activate it directly in your casino account?
• Can you please forward me the promotional email you received from the casino?
• Have you already played with your deposit?

Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. 

Thank you very much in advance for your reply.

Best regards,

Kristina

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.

HELLO KRISTINA,

Yes, I used the bonus code: RELOAD when I made my deposit, as it said in the email. No, the balance of 100 euros is still in the casino account. I am now trying to upload the chat history and the email here.

Lg. Cindy

HALLO KRISTINA,

Ja habe den bonuscode: RELOAD verwendet bei meiner Einzahlung wie es in der email dran stand . Nein das Guthaben von 100 euro ist noch auf dem casino konto drauf . Ich versuche jetzt den chat Verlauf sowie die email hier hochzuladen.

Lg. Cindy

Hello Kristina,

I have sent you the advertising email and the chat history in the casino via email, as I could not upload it here as the screenshots are probably too large.

Best regards

Cindy

Hallo Kristina,

Habe die Werbe-Email sowie den chat Verlauf im casino per Email dir zukommen lassen , da ich es hier nicht hochladen konnte da die Screenshots wahrscheinlich zu gros sind.

Liebe Grüße

Cindy

Thank you for your reply, Chefe1986. Could you please advise if you entered the promo code (RELOAD) correctly when depositing?

Yes of course I entered the bonus code: RELOAD

Ja klar habe den bonuscode: RELOAD eingegeben

Thank you very much, Chefe1986, for your cooperation. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello, Chefe1986,

I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear Lucky Hunter Casino team,

Could you please explain the player's situation in more detail?

Why does the email from the casino regarding the bonus in question not include clearly that the bonus is only for VIP players? Why does the casino send such an email to a player who is not allowed to claim such a bonus, while a deposit is necessary to claim it? Alternatively, how can a regular/non-VIP player find out that the bonus is only for VIP players?

What do you suggest as a solution? Would the casino be able and willing to provide her with the bonus, or, since she probably made the deposit only to claim the bonus and it is impossible, would the casino refund her deposit?

Thank you.

Hello Chefe1986,

Thank you for bringing this matter to our attention.

We have carefully reviewed your concern and confirm that you did indeed receive the promotional email regarding the bonus. Unfortunately, there was a miscommunication during your chat interaction, and you were incorrectly informed that the bonus was not available to you. We sincerely regret this misunderstanding and any inconvenience it may have caused.

The bonus has now been credited to your account, and we hope this resolves your issue to your satisfaction. Should you have any further questions or require additional assistance, please don’t hesitate to reach out.

Thank you for your response and explanation, Lucky Hunter team.

Dear Chefe1986,

Can you please confirm the above-stated? Can I consider the matter resolved and close the complaint?

Is there anything else I can help you with?

Thank you.

Yes, thank you very much for your help, the problem has been solved, thank you very much

Ja vielen dank für eure hilfe das problem wurde gelöst vielen dank

Great, Chefe1986! Thank you for confirmation and for using the Casino Guru complaint resolution centre. As the issue has been successfully resolved, I will now mark your complaint as 'resolved' in our system. Do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time.

Thank you very much, Lucky Hunter Casino Team, for your help and cooperation!

Best regards,

Branislav, Casino.guru