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Lanadas Casino - Refusing to credit free spins as advertised

RESOLVED

Complaint Info

Disputed casino

Lanadas Casino

Reason

Bonus abuse
luckysmummy17 United Kingdom Message
Posted on October 10, 2017

I received an email deposit and get 100 free spins on either starurst,gonzo quest ,aloha cluster ,fruit shop or elements ,yet no free spins were applied when i deposited .I wanted to play Gonzo Quest ,yet live help could only issue them on starburst . This is not a game I wanted to have to play . This is not the first time this has happened and I am unhappy about this .

Why when offered 100 spins on a choice of games can they not be accessed ,then waiting ages for live help to reply to be told they cant be applied on Gonzo Guest as email states . I emailed Lanadas and was told also that starburst is one of the games listed so free spins applied on that game ,This means Lanadas are getting away with giving 10p spins instead of 20p on Gonzos Quest

This is mis advertisement of a bonus and is unfair on depositors and aa deception o their email which entices players to deposit to play a range of games which are not available .In my opinion Lanadas casino are abusing their bonuses

AskGamblers
Posted on October 10, 2017

Dear @luckysmummy17,

Please keep in mind that some of your attachments have been removed due to the fact they were containing sensitive personal information. Make sure to read carefully and comply with all Complaints Guidelines from now on.

https:­//w­ww.a­sk­gam­ble­rs.c­om­/co­mpl­ain­t-g­uid­elines

Thank you for your cooperation.

Posted on October 10, 2017

Dear Nicola Misselbrook,

As also communicated through Facebook, in our system it appears on the day you made the deposit, you played Starburst instead of Gonzo's Quest. Unfortunately, it is not not possible to use the spins for Gonzo's Quest when you first started playing your spins on Starburst. We are very sorry about the confusion with your situation and value you as a player, so we have added an additional 100 spins to your account yesterday.

Best regards,
Your Lanadas Team

AskGamblers
Posted on October 10, 2017

Dear @luckysmummy17,

Please confirm if the issue has been resolved. Keep in mind that in case you fail to respond within the given time frame we will consider your issue as resolved and your complaint will be closed accordingly.

Thank you for your cooperation.

luckysmummy17 United Kingdom Message
Posted on October 10, 2017

Hi.
On the day I deposited I did not play starburst instead of Gonzos quest .I was told by live chat that I could not have the spins on Gonzos Quest as they could only be added manually on starburst .Lanadas have however kindly added 100 free spins to starburst ,so I will accept these and close my complaint . Regards

Nicola

AskGamblers
Posted on October 14, 2017

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.