NetBet Casino - Игрок испытывает трудности с активацией бонуса.

I cannot use any bonuses as I always see that I have to use up the free spins that are still open. Nowhere does it say where the free spins are and the live chat gives false information. I just don't get an answer by email and WhatsApp.

Ich kann keine Boni nutzen, da mir immer angezeigt wird, ich müsse erst meine noch offenen Freispiele verbrauchen. Nirgendwo steht wo die Freispiele sind und der Livechat gibt falsche Auskünfte. Per Mail und WhatsApp erhalte ich einfach keine Antwort.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Have you redeemed Free Spins in your account by yourself or they’ve been activated automatically? Could you please check, if possible, how many Free Spins are there and how many days ago the promotion has been activated?

I have checked general terms and conditions, and this is what I found https://casino.netbet.com/welcome-bonus:

"Once accepted, Free Spins will be playable within 7 days from their issuing date on selected slots only: Age of the Gods, Age of the Gods - Fate Sisters, Age of the Gods - Furious Four, Age of the Gods - Goddess of Wisdom, Age of the Gods - King of Olympus and Age of the Gods - Prince of Olympus, Age of the Gods - God of Storm."

If there’s any additional relevant communication, please forward it along with your bonus history to petronela.k@casino.guru. I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

I didn't activate it, but definitely won over 50 in the battles and on the Bonanza wheel, where there was a technical problem, where I still have no answer, just like on WhatsApp

Ich habe sie nicht aktiviert, definitiv aber in den Battles noch über 50 gewonnen und am Bonanza Rad, wo es ja ein technisches Problem gab, wo ich bis Heute keine Antwort habe, genau wie auf WhatsApp

Thank you for your reply. I will now transfer your complaint to my colleague Peter who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hi RCSCrew,

I looked at your case and understand your situation. I will contact the casino and see if I can help.

There is absolutely nothing I can do about it because the games don't even open.

Ich kann da absolut nichts tun, da die Spiele nicht einmal zu öffnen gehen.

Hello Mr RCSCrew

Thank you for bringing this up to our attention and I am sorry that you are encountering these issues.

I have checked your account and regarding the complaint about you not being able to play bonuses, I've noticed that you have actually completed some bonuses and also have a new one active on your account.

In regards to the game not working, I've priotized the issue with our tech department and they will fix any issues, also you will be contacted by our CS team.

Thank you for your understanding and patience,

Eduard

Thank you Eduard for the reply.

Hi RCSCrew, please keep me updated.

Still the same. It shows me that on all kinds of games. What I find worse is that I haven't received an answer on WhatsApp or by email to date.

Immer noch dasselbe. Auf allen möglichen Spielen zeigt es mir das an. Schlimmer finde ich, dass ich bis Heute weder auf WhatsApp noch per Mail eine Antwort erhalten habe.

Hello Mr RCSCrew

In order to help with the games not working, we need from you an email mentioning the name of the games not working, with the screenshots, device info, browser version and type of internet connection used.

Thank you for your understanding and patience,

Eduard

Hi RCSCrew,

Has there been any news?

Hello, the status is still that I cannot use all Vegas games

Hallo, der Stand ist weiterhin, dass ich alle Vegas-Spiele nicht nutzen kann

Dear Eduard,

Is there any way to help the player?

As an addendum, Livechat Customer Service said this is a technical problem where two actions are blocking each other. When IT fixes it, let me know. And this has nothing to do with my devices. It doesn't work on Windows either.

Noch als Nachtrag, der Livechat Kundendienst sagte, dies ist ein technisches Problem wo zwei Aktionen sich gegenseitig blockieren. Wenn die IT es behoben hat, geben sie mir bescheid. Und dies hat nichts mit meinen Geräten zu tun. Auf Windows geht es auch nicht.

Hello,

We are currently investigating as it has been mentioned here, I've also prioritized the issue to have it solved as quick as possible.

Thank you,

Eduard

Netbet got in touch and offered a fair solution. The problem was that I tried to log in from the Czech Republic and the Vegas account was blocked. As a consensus, Netbet sponsored me 50 high quality free spins. Thanks to Casino Guru. The solution took a long time again. It's always a shame because Netbet is actually a top casino. But when it comes to paying out, for example, far back. Sometimes it takes a week and the money is always readily available. So thank you guru

Netbet hat sich gemeldet und eine faire Lösung angeboten. Das Problem war wohl, dass ich versucht habe mich aus der Tschechei einzuloggen und der Vegas Account gesperrt wurde. Netbet hat mir als Konsens 50 hochwertige Freispiele gesponsert. Danke dahin an Casino Guru. Die Lösung hat mal wieder sehr lange gedauert. Das ist immer schade, weil Netbet ist eigentlich ein top Casino. Aber wenns bspw ans Auszahlen geht, ganz weit hinten. Dauert teilweise eine Woche und das Geld ist immer schön verfügbar. Also, Danke Guru

Hello,

I am happy to see that you have received a solution.

Now in regards to the payments, we are changing our processes and I can promise that very soon that won't be an issue anymore and you can enjoy our Casino to the fullest.

Thank you,

Eduard

Thank you RCSCrew and Eduard for the replies.

I'm glad to hear that the issue got resolved. I will now mark the complaint as 'resolved' in our system. Thank you RCSCrew for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future. 

Best regards,

Peter