Refuse to honor their own promotion offer for 30 cashspins
Hello,
On July, 2nd 2021 I received an email about 30 cashspins in several slots for a deposit of at least 20 Euro. I deposited but did not receive any spins in the slots of question. So I went to the chat and "Fleur" asked me to try Book of Darkness. I received 30 spins, played them and noticed that they were bonus spins instead of cashspins. I went back to the chat and Fleur refused to "understand" the problem. Of course, she gave me bonus spins instead of the promised cashspins. She claimed that my "real cash winnings" were pending because I had a bonus. Of course, I had no bonus before but only after playing the freespins she gave me as bonus spins instead of cashspins. Those were the winnings, there were no other because I hadn't played my deposit yet. I asked her several times to exchange my bonus into real cash but she did not answer. Instead, after ignoring me for quite a while, she later responded that my deposit and the bonus (from the bonus spins she gave me instead of cashspins) had to be wagered 40 times! For a win of 1,04 I was supposed to wager my deposit 40 times... She refused to connect me to a supervisor for which I asked multiple times, then she pretended to be busy with other chats, then she pretended that I was not in the chat anymore even though I was still writing and sending messages and then she closed the chat due to "inactivity".
I started the chat again but nobody entered. When I tried later I talked to Emma. She apologized but then said the same that Fleur had already told me. So I repeated that I will send this to Askgamblers. I also wrote an email to the support to which nobody has responded yet. Obvoiusly, this was the attempt to trick me into playing with a bonus I did not want to have.
Instead of having some fun with playing with my deposit and some cash spins I was offered, I spent more than an hour in a more than irritating and annoying chat with support-members who tried to make me play with an unwanted bonus - and a withdrawal limit since every deposit under 50 Euro has a max. cashout of 10 times the deposit when playing with a bonus.
Today I talked to Lorena in the chat. She deleted my bonus money of 1,04 EUR and added another set of 30 spins in Book of Darkness. Yet it is bonus spins and still no cashspins I was offered. Moreover, there is a withdrawal limit of 100 Euro on those spins. So instead of cashspins without a withdrawal limit I received another 30 freespins as a bonus with a withdrawal limit - all that for my deposit. Lorena told me that the email was wrongly translated. Well, I received two emails, one in German and the other one in English. Both offered me 30 cashspins. Lorena kept saying that all spins were bonuses at Crazeplay and that she can't do anything about it. I played my deposit today but not the bonus spins I was given.
The casino either tried to trick me with the "wrong" cashspins or the support is playing irritating games with the customer. Either way I was offered the 30 cashspins for which I deposited and I think that this behaviour of the support/casino is totally unacceptable.
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