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Hello! Casino - Bonus winnings and free spins not credited

RESOLVED
Complaint Info
Disputed casino Hello! Casino
Reason Bonus not given
Amount £ 162.5
Silversan United Kingdom
Posted on March 22, 2019

On 7th March I got an email offer from Hello Casino of which I am a member. The offer was deposit £25 get 50% match bonus and 50 free spins on Temple Cash Frogs and Flies up to 4 times. I deposited and during free spins triggered the temple bonus feature. At the end of the run I had won £64.40 it didn't credit my account. I contacted Hello Casino who said they were aware of the issue and it was being resolved. On 8th March I received a new email offer from Hello Casino, deposit £25 get 50% match bonus and 50 spins on Lucky Links, I deposited but didn't get the free spins, I contacted Hello Casino who asked for a forward of the email then said they could see the free spins on Temple Cash Frogs and Flies not Lucky Links as that wasn't an offer i advised I couldn't see them, the casino replied they were aware of technical issues with the game. It would all be resolved soon.
A week later my winnings have still not been credited I can't access the free spins and Hello Casino has removed the game

Posted on March 25, 2019

Dear Silversan,

Thank you for bringing this issue to our attention and apologies for the inconvenience.

Unfortunately our customer support team forgot to escalate your complaint internally, otherwise it would have been solved right away.

We compensated you as follows: £150 is added to your account in cash and the £12.50 bonus money that was in your account is now converted to cash.

So, a total amount of £162.50 in cash is credited to your account which is available for withdrawal.

Kind regards,

The Hello Casino Team

Silversan United Kingdom
Posted on March 26, 2019

Dear Hello Casino,

Thank you for sorting this issue out finally.
Kind regards
Silversan

AskGamblers
Posted on March 26, 2019

Based on submitter's last post AskGamblers Complaints Team consider this case as Resolved and it is officially closed now.

Thank you all for your cooperation.

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