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Casilando Casino - Did not receive free spins on sign up

RESOLVED
Complaint Info
Disputed casino Casilando Casino
Reason Bonus not given
Dollydee United Kingdom Message
Posted on July 25, 2017

I joined this site last night and to be honest it looked a really nice site easy to navigate good choice of games, 24/7 help etc. However it states on its site that you receive 10 free no deposit spins on sign up which i did not receive when i pursued this in chat i was told I 'had clicked on the wrong link' when joining? I didnt join through a link and the only link I did click on was the activation one sent to my email address when I joined. There was no offer to escalate this hence why I posted a grumble on my initial review. I would like this looked into I know its only 10 free spins but if a site promotes these then it should stick to what is clearly advertised on its promotions page on its website i even copied and pasted these when I was logged in to the chat agent who still wasnt convinced. Can I add overall I have no other criticism of this site as I have not played there as yet but its not really a good start and I feel the chat agent could have been more helpful hence why I was vexed.

AskGamblers
Posted on July 23, 2017

Dear Dollydee,

Please make sure to update your complaint accordingly and support your statements and claims with the relevant proofs. Such proofs could be:

1/ screenshot of the disputed free spins offer; 

2/ clarification you are playing from a non-restricted country as per the relevant bonus terms and conditions.  

Please make sure to send the requested info to suppor­[email protected]­skg­amb­ler­s.com within 96 hours. Failure to do that will result in getting your complaint rejected by the AskGamblers Complaints Team.

Thank you for your cooperation.

AskGamblers
Posted on July 31, 2017

This complaint has been reopened as per Casilando Casino request and AskGamblers Complaints Team would like to give it one more try and help both parties involved into the dispute reaching to a satisfactory resolution.

Posted on July 31, 2017

Hello AskGamblers and Dollydee,

We checked the affiliate ID you joined Casilando through and this affiliate offers a welcome bonus which consists of a 200% deposit bonus up to £400. This means that the player is not eligible for the default welcome offer that includes above mentioned 10 Free Spins or any other no deposit bonus.

We have supplied AskGamblers' support with the evidence that clearly shows the ID Dollydee registered through and welcome offer of 200% Welcome Bonus assigned to this ID. It is regrettable that the player joined via a welcome offer that they were not intending to, but our live chat team were correct in stating that the player had joined with a different welcome offer. I hope the evidence supplied is enough to solve this complaint. If the player wished to deposit they will receive a generous 200% deposit bonus, which is far greater than the default welcome offer.

AskGamblers
Posted on July 31, 2017

AskGamblers Complaints Team has been provided with valid evidence on behalf management of Casilando Casino where it is clearly and unambiguously displayed that the player has not been entitled for the free spins promotion. Since the player joined Casino through AskGamblers, the player was entitled for this particular bonus offer, which he already received:

https:­//w­ww.a­sk­gam­ble­rs.c­om­/bo­nus­/we­lco­me/­cas­ila­ndo­-ca­sin­o-2­00p­erc­ent­-up­-to­-gbp400

Based on the above, AskGamblers Complaints Team consider this case as Resolved and it is now officially closed. In case of a disagreement with our decision we remind player that further assistance on this matter could be requested from the relevant licensing authority responsible for Casilando Casino.

Casilando Casino Complaints

  • 9 of 9 resolved
  • 1 day avg response
  • 5 days avg complaint life
  • 1,196 USD avg amount

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