Savarona Casino - プレーヤーは、ボーナスのあるゲームをプレイすることはできません。

I deposited 34 euros and received another 34 euros in bonus balance, played some games, always keeping an eye on the terms and conditions so as not to break any rules, shortly after, I went back to choosing another slot, that's when I came across a message of error saying "this game cannot be played with bonus balance", I opened another slot, and the same error happens, I tried almost all slots and the same error appears in all the games I open, ie no game opens with my bonus balance, and I have the balance held, waiting for my bonus to expire, I've contacted chat several times and they always say the same thing for about 3 days, and they do nothing, I've already asked for my return. money 34 euros that I deposited and they continue to make excuses not to return my deposit, nor solve the problem of my bonus.

I just want my money back, I've waited too long for the bonus resolution

Eu depositei 34 euros e recebi outros 34 euros em saldo de bonus, joguei alguns jogos, sempre de olho nos termos e condições de forma a não quebrar regra nenhuma, pouco depois, voltei a escolher outro slot, foi ai que me deparei com uma mensagem de erro a dizer " este jogo não se pode jogar com saldo de bonus", eu abri outro slot, e acontece o mesmo erro, exprimentei quase todos os slots e aparece o mesmo erro em todos os jogos que eu abro, ou seja nenhum jogo abre com o meu saldo de bonus, e tenho o saldo retido, a espera de expirar o meu bonus, já contactei varias vezes o chat e dizem sempre a mesma coisa a cerca de 3 dias, e nada fazem, já pedi a devolução do meu dinheiro 34 euros que depositei e eles continuam a inventar desculpas para não me devolverem o meu deposito, nem resolvem o problema do meu bonus.

eu só quero o meu dinheiro de volta, já esperei muito pela resolução do bonus

Dear Alexandre,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. Could you specify which bonus have you activated? Please, post the bonus link here when replying. Also, could you please post here a screenshot of an error message that keeps popping up?

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

Looking forward to hearing from you.

Best regards,

Kristina

hello, i have this error whenever i open any game, i have been waiting for a solution for 5 days and nothing, the bonus link is this https://savaronacasino.com/en/promo , it is the first deposit bonus.

It's not like you're going to be able to see it again. It's not like you're going to be able to see it again.

olá, eu tenho este erro sempre que abro qualquer jogo, já faz 5 dias que espero uma solução e nada, o link do bonus é este https://savaronacasino.com/en/promo , é o bonus de primeiro deposito.

Alexandre, thank you for a quick reply. I checked the bonus conditions for this specific bonus, and I have found that 100 free spins can only be played on "Boomanji" from Betsoft. Also, after checking the general Bonus T&Cs (https://savaronacasino.com/en/static-texts/bonus_terms) I found the list of restricted games in point 9.15.

Could you please confirm that you have also tried to play games other than those listed in this term, and they didn't work?

Yes I tried to open all games not listed in the terms, I was always careful to always read the terms and conditions, boomanji also does not open gives the same error. I haven't played any game under the terms, attention I have bonus balance and free spins, but they give the same error I can't do anything, I'm always careful to read the terms before opening any game

Sim eu tentei abrir todos os jogos não listados nos termos, eu sempre tive o cuidado de ler sempre os termos e condições, o boomanji também não abre dá o mesmo erro. Eu não joguei nenhum jogo dos termos, atenção eu tenho saldo de bónus e rodadas grátis, mas dão o mesmo erro não consigo fazer nada, eu tenho sempre cuidado de ler os termos antes de abrir qualquer jogo

The chat says they are fixing the problem, but they always say the same thing and it's been 5 or 6 days and nothing fixes, my bonus is expiring, and I haven't completed the wagering requirements because of their problem, I'll want the my deposit back or a new bonus, I have 75 euros bonus balance and 100 free spins per play

O chat diz que estão a resolver o problema, mas dizem sempre o mesmo e já passaram 5 ou 6 dias e nada resolvem, o meu bónus está a expirar, e ainda não completei os requesites de aposta devido ao problema deles, eu vou querer o meu deposito de volta ou um bónus novo, eu tenho 75 euros de saldo de bónus e 100 rodadas grátis por jogar

I talked to them and they always say the same thing

Eu falei com eles e dizem sempre a mesma coisa

Thank you very much Alexandre for your reply. I will now transfer your complaint to my colleague Andrej who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Dear Alexandre,

I’ll be in charge of your complaint from now on. I’ll try my best to resolve the issue as soon as possible.

I would like to ask Savarona Casino team to join this conversation and participate in the resolution of this complaint.

Dear Alexandre and Casino Guru team,

We would like to inform you that we are aware of the issue of Alexandre. As soon as he contacted us and informed us regarding his issue we immediately transferred it to the appropriate department for investigation. Unfortunately, we did not receive an answer yet, but as soon as we receive a reply we will contact Alexandre.

We hope for your understanding.

Warm regards,

Savarona casino team

Good afternoon AndréJ, thank you for helping me, I'm waiting for news

Boa tarde AndréJ, obrigado por me estar a ajudar, fico aguardar novidades

Thank you, Savarona Casino team, for informing us. We will wait for further updates from you.

Andrej my bonus expired and they didn't find any solution

Andrej o meu bonus expirou e eles não arranjaram solução nenhuma

Dear Alexandre,

I’m sorry to hear that. We will wait for the casino representative’s reply. Hopefully, we will be able to find a solution.

Dear Alexandre and Casino Guru team,

We want to emphasize the fact that the player's problem was given the highest priority in order to resolve the technical error as soon as possible. Unfortunately, the player's bonus has expired and all his bonus funds have been automatically deducted. Despite the fact that the player still partially spent his money and wagered the bonus of 14%, we decided to compensate the player's bonus in a full amount, namely 34 EUR and 100 free spins.

We also want to draw your attention to the fact that we have carefully checked the work of the bonus on our side and we can say with confidence that the bonus works correctly. We also tested all the games that the player indicated in his request, everything works correctly. We hope that no technical glitches will further prevent the player from trying his luck on our site.

We have already notified the player about the bonus recrediting via email. We apologize for all the technical nuances and wish you more winnings!

We hope for your cooperation and understanding.

Warm regards,

Savarona casino team

It's not all wrong, I had 75 euros balance, I deposited 34 euros and received another 34 euros bonus, so the correct balance is 68 euros balance + 100 free spins, I don't just accept 34 euros bonuses, you have to return the initial 68 euros bonus

Não está tudo errado, eu tinha 75 euros de saldo, eu depositei 34 euros e recebi mais 34 euros de bónus, por isso o saldo correto são 68 euros de saldo+ 100 rodadas grátis, eu NÃO aceito apenas 34 euros de bónus, tem que me devolver os 68 euros de bónus iniciais

If that doesn't happen I want my 34 euro deposit returned to my skrill account

Caso isso não aconteça quero o meu deposito de 34 euros devolvido na minha conta skrill

Give me my money back to my skrill account, I want my 34 euros I deposited, no more playing with me casino savarona, I've already waited a week for them to settle, and now they make another shit again crediting me only 34 euros to the account, I HAD 75 euros balance , I deposited 34 euros and received 100% bonus, totaling 68 euros, I played a little and won until I had 75 euros, and that was when the problem started, I waited 7 to 8 days for the problem to be solved, and now after solved you just give me 34 euros??? I sometimes start to think that they did it on purpose and let my 75 euros expire and then only give me 34 euros, you rascals

me devolvam meu dinheiro para minha conta skrill, quero meus 34 euros que depositei, chega de brincarem comigo casino savarona, já esperei uma semana para resolverem, e agora fazem outra cagada novamente me creditando apenas 34 euros na conta, eu TINHA 75 euros de saldo, eu depositei 34 euros e recebi 100% de bonus, totalizando 68 euros, joguei um pouco e ganhei até ter 75 euros, e foi nesse momento que começou o problema, esperei 7 a 8 dias para o problema ser resolvido, e agora depois de resolvido voces apenas me dão 34 euros??? eu as vezes começo a pensar que fizeram de propósito e deixaram meus 75 euros expirar, para depois me darem apenas 34 euros, seus malandros

It's not like you're going to be able to see it again. It's not like you're going to be able to see it again.

please see my balance before the andrej problem and see what they credited me on the 17th, see the difference in the screenshots, the chat says they are investigating again, they are making more excuses

por favor veja meu saldo antes do problema andrej e veja o que eles me creditaram dia 17, veja a difrença nos prints, o chat diz que estão investigando novamente, eles estão dando mais desculpas

Thank you, Alexandre, for your replies and for providing additional information.

Dear Savarona Casino team,

Please comment on Alexandre’s statements. Kindly note that we suggest complying with Alexandre’s request to have his deposit returned or returning the entire bonus amount lost due to expiration and letting Alexandre finish wagering the bonus.

Andrej today the casino added the missing bonus, you can give the claim as resolved, I already have the 75 euros in my account

Very guru and savarona casino

Andrej hoje o casino adicionou o bónus que faltava, pode dar a reclamação como resolvida, já tenho os 75 euros na conta

Muito casino guru e savarona

Dear Alexandre, Dear Casino Guru team,

We would like to apologize for all the inconvenience that had caused to. We want to assure you that we did everything possible to solve the problem as soon as possible. But unfortunately, there are situations that do not depend entirely on us.

We would like to inform you that we successfully activated your previous bonus and bonus money was returned to your balance. You can now be sure that the bonus is working properly and you are able to wager the bonus without any obstacles. We hope no more technical problems will interfere with your game in our casino.

Thank you all for your cooperation!

Sincerely,

Savarona casino team

Thank you, Savarona Casino team, for your cooperation.

Dear Alexandre,

I’m very glad the issue has been resolved to your satisfaction. Thank you for using the Casino Guru complaint resolution center. We will now mark your complaint as 'resolved' in our system. Please 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.

Best regards,

Andrej, Casino.guru