Complaint #15 Dream Jackpot Casino

Free spins bonus not given

By Makaveli92

3 years ago

I had a promotional email stating if I deposit minimum £20 I will get 50 extra free spins. So you get 50 free spins already and if deposit the £20 says get a extra 50 free spins. So I signed I to my account at Dream Jackpot Casino and I had a promotion welcome off stating exactly same promotion as my email so I deposited the £20 required and loaded up the (big bass bonanza) game, however no spins was added. I went in chat and spoke with Stacy, she said I opted out of my welcome bonus and free spins which I definitely didn't do (who would) when they are free. Duhh!! So anyway she said she had added the spins again for me, however again no spins showed up in game or in my account anywhere. So I clearer my cache and cookies and restarted my Internet connection then went back on Chat and spoke with agent called Clint. He told me to send him a screenshot in chat and too clear cache and cookies, restart device, try a different browser, try another device and check it again in the said game. Again none of it made the spins activate so clint asked for another picture and told me it's been raised with the relevant team and they'll be in touch by email. He said they are no time frames he can give me for a response. And u stated quite clearly the terms and conditions for my 50 extra free spins was that any spins left expire after 24 hrs, so as of now currently my free spins will be void. So I'm not happy in the slightest and want to go to the gambling commission to let them know about all the false promotion going off her. I would never have deposited the £20 in the first place if I knew they wasn't a legit company who adhere to all promotions offered to individual customers which is legally required by gambling commission and in every gambling site terms and conditions (FAQ's). This is not being resolved and now nobody wants to reply through chat (even though it states in the chat all replies are in 1 minute or less. I have took a screentshot and made a note of everything and all correspondence and if I don't get my spins within 48hrs i will contact the gambling commission in the UK and Malta who licence them to being able to operate and offer promotions etc in the UK where I reside.

Disputed Casino Dream Jackpot Casino

Reason Bonus not given

Discussion

AskGamblers

• Support Team

3 years ago

Dear all,

Following a careful review and consideration of all the information and details presented by the parties during the complaint process, the AskGamblers Complaint Team reached the conclusion that Dream Jackpot Casino management acted fairly and compensated accordingly the player for the technical issue with the free spins.

Based on the abovementioned information, the AskGamblers Complaint Team considers this case resolved and it is now officially closed.

Inactive user

3 years ago

No i don't see this as a finalised complaint. Adviser admitted that there was a technical issue on getting my spins on game promotion had specified. So there needs to be something in place to compensate customers without fobbing them off. And also yea I had £5 added to my account but uve been rejecting me on here how long now and a different advised issued it me. Maybe if u did ur job there wouldn't be a issue but u haven't and I didn't get what promotion stated in the first place etc

AskGamblers

• Support Team

3 years ago

Dear @Makaveli92,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if you consider the issue resolved. Please note that, in case you fail to respond within the given timeframe we will consider your case resolved and it will be closed accordingly.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaint system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

Dream Jackpot Casino

• Representative

3 years ago

Hello MAKAVELI92,

Please note that the Welcome Offer for Dream Jackpot is 50 Extra Spins on Big Bass Bonanza on your First Deposit (minimum £20). As explained earlier in this thread, there was a technical issue which meant the spins weren’t able to be added to the game specified however, our Customer Support team offered alternatives and it was agreed the spins would be awarded on Fruity Friends instead and these were played through.

This is the promotion received for making a first deposit.

The pop up you are receiving now is a promotion for returning players which requires a minimum deposit of £20 on your next deposit. This is therefore a fresh offer which requires an additional deposit.

Looking at your account, I can see that the Customer Support team provided you with a £5 cash bonus on the 30th March of which could have been used on Big Bass Bonanza as that amount would equate to 50 spins on this game, however it was opted to use this on other games.

Therefore, for the singular deposit of £20 we have accommodated the technical issue with your welcome offer with spins on a game of a higher value spins and a cash bonus which is equivalent to the spins for Big Bass Bonanza.

We apologise that you had technical issues with claiming the spins on Big Bass Bonanza, but as this could not be resolved, we did compensate you very fairly with £17.50 worth of bonuses for your initial £20 deposit.

Kind regards,
The Dream Jackpot Team