Trada Casino - Bonus not credited due to mysterious system failure?

Hi T,

First of all I would like to apologise for the bad experience you had in this regard. I would like to explain the back story of how we got here, for the sake of other readers.

Last week TradaCasino launched the new mobile product. When we initially pushed this into the live environment the system called on a batch of old promotions pages rather than the current ones. This glitch was spotted within an hour and rectified, however I believe you continued to see the 'Mystery Bonus' promotion (which was active last year).

You spoke to our agent Nikki regarding the problem on live chat.

Nikki tried to explain the events that led to you viewing an old promotion, and offered 50 free spins on King of Slots as an apology for the confusion, which you told her you accepted.

After you played those free spins, you expressed that you were still unhappy with the resolution. After this, Nikki added another 50 free spins on King of Slots (0.25 value per spin) bringing the total compensation value up to $25 which equals the value of the minimum prize in the Mystery Bonus promotion from last year. However, I see that batch of spins still hasn't been used.

The promotion states "To unlock your prize, simply deposit £/€/$100 or more in one transaction", however there is no single transaction of that value on your account, therefore you wouldn't have met requirements to qualify for the promotion anyway.

I understand that this is frustrating, and we accept full responsibility for the glitch. We have added a bonus chip of $25 to your account by way of compensation, and your second batch of 50 free spins still sits in your account. I hope this resolves the issue for you,

Kind Regards,

Rachel.

Hi AskGamblers,

I believe this issue is resolved, can we close it off?

Thanks,

Rachel.

Dear @fb_580837362076885,

Are you satisfied with casino response and actions, can we close this complaint? Please be advised that in case you fail to respond within the given time frame we will consider this case as resolved and closed.