Slootz Casino - プレイヤーが獲得したフリースピンはプレイできません。

Hello Casino Guru team, I have won free spins that have not been playable for over 24 hours. I have received no assistance via chat or support email. I've reached out multiple times.

Of course, I have no way to estimate the value of the dispute.

Can anyone assist me here?

Hallo casino guru Team, ich habe Freispiele gewonnen die sich seit über 24 Stunden nicht abspielen lassen. Keine Hilfe im chat oder Support Mail erhalten. Mehrfach angeschrieben.

Angegebener Streitwert ist natürlich nicht einschätzbar.

Kann hier geholfen werden?

Dear Tasimaus85,

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 advise when was the last time when you succeeded in accessing your casino account? Is the entire website down or just the section inside your casino account with Free Spins? Have you tried any other devices to access your account?

Additionally, please forward your game history (if it's available) and try to clear cache & cookies. My email address is petronela.k@casino.guru.

Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

Thank you for the fast feedback. The casino can be used without restrictions except for my free spins. I tried playing the free spins on other devices. Unsuccessful. Always the same error message. I will send a video of what it looks like to your email address when I want to play my free spins. Clearing cookies and cache was the first thing I tried. Thank you very much for your effort

Vielen Dank für die schnelle Rückmeldung. Das Casino ist bis auf meine Freispiele uneingeschränkt nutzbar. Ich habe mit weiteren Geräten versucht, die Freispiele zu spielen. Erfolglos. Immerzu die gleiche Fehlermeldung. Ich sende an Ihre Mailadresse ein Video wie es dort aussieht wenn ich meine Freispiele spielen möchte. Cookies und Cache löschen war das erste was ich versucht habe. Vielen Dank für eure Bemühungen

Were those spins part of some deposit bonus, please?

No I haven't played with any bonus yet. Was always real money

Nein ich habe bisher mit keinem Bonus gespielt. War immer Echtgeld

Bet 1 euro

Einsatz 1 Euro

Thank you very much, Tasimaus85, for providing all the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@casino.guru) 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.  

Hello, Tasimaus85!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

The free spins could be played today.

Die Freispiele konnten heute gespielt werden.

Tasimaus85, do you mean that free spins have been available for playing?

The problem is solved. Today the free spins were playable

Das Problem ist gelöst. Heute waren die Freispiele abspielbar

Dear Tasimaus85,

I'm happy to hear that the problem has been resolved!

I thank you for your cooperation and patience, please, do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Pavel K

Casino Guru Team