Cookie Casino - Hráčův vkladový bonus nebyl aktivován.

Although I entered the code CAKE, I was neither given free spins nor the promised deposit bonus, it was claimed that I had not entered a code

obwohl ich den code CAKE eingegeben habe wurden mir weder freispiele noch der versprochene einzahlungsbonus gutgeschrieben, es wurde behauptet ich häte keinen code eingegeben

Dear Peter,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Have you tried contacting the casino regarding this issue? Could you forward any relevant communication between you and the casino to kristina.s@casino.guru? (Or you can post it here). I will be waiting for your reply patiently.

Best regards,

Kristina

good day,

I pointed out the problem several times during the chat via the chat, the answer was always that I had not entered a bonus code, which is not correct, since I ticked the box "I do not want a bonus no check for the bonus code box" I entered the bonus "CAKE", which should include 20 euros plus 120 free spins - of course I have no proof for this except my 20 euros direct payment

guten Tag,

ich habe während des spielens mehrmals über den Chat auf das Problem aufmerksam gemacht, die Antwort lautete immer ich hätte keinen Bonuscode eingegeben, was nicht stimmt, da ich beim Kästchen "ich wnsche keinen Bonus kein Häckchen setzte dafür beim Bonus-Code-Kästchen den erforderlichen Bonus "CAKE" eingegeben habe, der 20Euro plus 120 Freispiele beinhalten sollte - natürlich habe ich dafür keinen Beweis ausser meine 20Euro Direktzahlung mfG

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

Hi Peter,

I'm taking over your complaint. Let me ask you a question. Have you tried to ask the live support to activate the bonus for you manually or offer you an alternative?

Dear Peter,

We are extending the timer by 7 days. Please, be aware that in case you fail to reply and provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re rejecting this complaint because the player stopped responding to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.