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Casino Universe - Bonuses not credited

Ruling

Resolved - The bonus this player claimed is credited manually and they simply need to contact support to have it credited.

Read our Casino Universe Review.

Player's Complaint

On the 3rd of March I joined a promo with the welcome package offered once again. This contained 20x25 free spins, but were never credited. Customer support is claiming that I cancelled this bonus, which clearly is not the case. Customer support ([EDIT]) ingnores me and doesnt respond to my messages. All can be proven with screenshots.

Read the casino review

2 Responses

User icon
ThePOGG
March 22, 2021

Hi pufulet24 - welcome to ThePOGG.com!

Please ensure you have read our Complaint Guidance to ensure that fully you understand how our complaint management process functions.

As we are the ADR for the N1 Interactive Ltd license under the Malta Gaming Authority license there is certain information we have to provide you now.

You can find all the relevant information about this service here – http://thepogg.com/terms-of-use/ and the terms of use for our complaint service here - https://thepogg.com/terms-of-use-for-dispute-resolution-service/

To summarise.

– Use of this service does not preclude your seeking redress through court proceedings .

– This service is free to use for both the complainant and operator.

– At any point during the procedure the submitting party retains the right to withdraw their complaint. This does not preclude our right to continue the discussion with the involved operator of general issues related to the complaint (i.e. insufficiently clear terms and conditions).

– You are not obliged to obtain independent or legal advice or representation, though you may choose to do so.

If you have any questions about the above, let me know.

Firstly, this is an English language service. You need to use freely available translation tools before you post any further information to this complaint file,

I'll contact the operator and see what we can find out for you.

Thanks,

ThePOGG

User icon
ThePOGG
March 28, 2021

Hi pufulet24,

The bonus you claimed is manually credited by customer service on request at a rate of 25 spins/day. You need to contact support to have your free spins added.

Thanks,

ThePOGG

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Agreement

pufulet24 consented for ThePOGG to act on their behalf and share the personal information that they provide to ThePOGG with the following agencies for the purposes of resolving their complaint:

  • Casino Universe
  • Malta Gaming Authority
  • N1 Interactive Ltd

March 18, 2021

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