Vegas Nova Casino - Игрок столкнулся с задержкой в ​​активации бонуса.

Hello, I registered at this casino, made the deposit with the welcome code and never received the first deposit bonus, I spoke to support, they said they would solve the problem, 3 days have passed and no one has given me an answer on the matter.

Ola ,fiz o registro neste casino ,fiz o depósito com o código welcome e nunca recebi o bônus de primeiro deposito ,falei com apoio ,disseram que que iam resolver o problema já passaram 3 dias e ninguém me deu uma resposta sobre o assunto.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Vegas Nova Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Is your player's account accessible to you? Can you log in?
• Have you decided to play with the deposited money or have you asked the casino for a refund?
• Has the casino offered any alternative bonus to you instead of the promised one?
• Could you please share with me the bonus offer marketing communication for the bonus, if available?
• Could you please share with me your communication with the casino when you tried to resolve the issue? Send emails or chat transcripts to my email at [email protected], or post screenshots here

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Thanks for your reply via email.

If you have already played with the deposited amount, it might be technically impossible for the casino to credit you with the bonus associated with said deposit. We are unfortunately unable to ask the casino to offer any kind of compensation or penalize the casino for not giving you the bonus.

Please let me know if there is anything else we may assist you with. Thanks in advance for your understanding. Looking forward to your reply.

Dear Avasantos,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Tomas
Casino.Guru