CasinoMarriott - Spieler haben Probleme mit einem Free Spin Bonus.

Hello, again I have to use your help and I hope that you can help me as always.

On February 19th I got 35 free spins for the game Iron Sky from the casino. I took advantage of the offer and won around 5000 € so far. After more than 8 hours of play, I was still in the bonus. After many questions in the chat, I always got the answer that I was getting a notification from the game. Nobody could tell me what bonus balance it was or how much I still had to wager. I then wrote several emails to support, no response. Today I asked again in the chat and they told me that there was a technical problem with this game and you don't know if I will get any money at all. According to ABG and a statement from the chat, I would get 10 times my last deposit, as it was free spins. So I am now at a loss and hope that you can help me. Unfortunately, I read your review too late.

Kind regards

Roswitha

Hallo, schon wieder muß ich Ihre Hilfe in Anspruch nehmen und hoffe das Sie mir wie immer helfen können.

Am 19.02. bekam ich vom Casino 35 Freispiele für das Spiel Iron Sky geschenkt. Das Angebot habe ich genutzt und bis jetzt ca 5000 € gewonnen. Nach mehr als 8 Stunden Spielzeit war ich immer noch im Bonus. Nach vielen Nachfragen im Chat bekam ich immer die Antwort das ich eine Benachrichtigung vom Spiel bekäme. Keiner konnte mir mitteilen um welches Bonusguthaben es sich handelt oder wieviel ich noch umsetzen müsste. Ich habe dann mehrere Mails an den Support geschrieben, keine Antwort. Heute habe ich nochmal im Chat nachgefragt und dort wurde mir mitgeteilt das es ein technische Problem mit diesem Spiel gäbe und man weiß nicht ob ich überhaupt Geld bekomme. Laut ABG und Aussage vom Chat würde ich das 10 fache meiner letzten Einzahlung bekommen, da es ja Freispiele waren. Also bin ich jetzt ratlos und hoffe das Sie mir weiterhelfen können. Leider habe ich Ihre Bewertung zu spät gelesen.

Herzlich Grüße

Roswitha

Dear Roswitha,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I didn’t find the exact bonus on their website. Do I understand that it was a special offer? If there is any link to the bonus, would you be so kind and post it here? I’d like to check the specific bonus T&Cs.

Additionally, would you be so kind and forward any relevant communication between you and the casino to kristina.s@casino.guru?

Lastly, I'd like to point out, that the casino can set the maximum cash out for bonuses. This isn’t anything unusual, especially when the bonus was a No Deposit one.

I hope, we will be able to help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Kristina

Hello Kristina,

this bonus came in the mobile phone via SMS. I sent it to you by email from my cell phone. I have also sent you my communication with the casino. If necessary, I can also send you a screenshot of the game with my prize. I hope this helps you solve my problem.

Thank you.

Best regards

Roswitha

Hallo Kristina,

dieser Bonus kam im Handy per SMS. Ich habe Ihnen diesen per Mail von meinem Handy geschickt. Meine Kommikation mit dem Casino habe ich Ihnen auch zugesendet. Ich kann Ihnen bei Bedarf auch noch ein Screenshot vom Spiel mit meinem Gewinn zusenden. Ich hoffe as hilft Ihnen bei der Lösung meines Problems.

Danke.

Herzliche Grüße

Roswitha

Hello Kristina,

I got the answer today:

Sent: Wednesday, February 24, 2021 at 4:38 pm

From: "support support"

To: "***" <*** @ web.de>

Subject: Re: Roswitha73

Hello,

Thank you for contacting CasinoMarriott support.

Thank you for providing the documents, your account is now verified.

We are sorry for all this situation, it has been a technical issue with that specific game actually. The balance on Iron Sky game is void, but we will keep sending you free spins, on different games.

I won't accept that because the game worked. It just wasn't offset against the bonus balance. Therefore, they cannot cancel the entire profit.

My last deposit was € 50 and 10 times that amount would be € 500 and that's what I want.

Best regards

Roswitha

Hallo Kristina,

das habe ich heute als Antwort bekommen:

Gesendet: Mittwoch, 24. Februar 2021 um 16:38 Uhr

Von: "support support" <support@casinomarriott.com>

An: "***" <***@web.de>

Betreff: Re: Roswitha73

Hello,

Thank you for contacting CasinoMarriott support.

Thank you for providing the documents, your account is now verified.

We are sorry for all this situation, it has been a technical issue with that specific game actually. The balance on Iron Sky game is void, but we will keep sending you free spins, on different games.

Das werde ich nicht akzeptieren, denn das Spiel hat funktioniert. Es wurde nur nicht mit dem Bonusguthaben verrechnet. Die können deshalb nicht den ganzen Gewinn streichen.

Meine letzte Einzahlung waren 50 € und das 10 fache wären dann 500 € und die möchte ich haben.

Herzliche Grüße

Roswitha

Roswitha, thank you very much for your quick reply. I checked emails from you, but I haven't received the bonus offer. Would you be so kind and forward it as well, if possible?

Hello Kristina,

just forwarded it again.

On the same day I pointed out that I had the impression that my bonus balance was not being reduced. I was always told to keep playing because I would then get the information through the game. So I kept playing. I contacted the chat every day and wrote to support right away. No reaction.

I will not give up my due money.

Best regards

Roswitha

Hallo Kristina,

habe es soeben nochmal weitergeleitet.

Ich habe noch am gleichen Tag darauf hingewiesen, daß ich den Eindruck habe das mein Bonusguthaben nicht reduziert wird. Mir wurde immer gesagt das ich weiterspielen soll, denn ich würde dann über das Spiel die Information bekommen. Also habe ich weitergespielt. Ich habe täglich den Chat kontaktiert und auch gleich an den Support geschrieben. Keine Reaktion.

Ich werde nicht auf mein zustehendes Geld verzichten.

Herzliche Grüße

Roswitha

Thank you very much Roswitha 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 Roswitha,

I looked at your case and emails and understand the situation. I will contact the casino and see if I can help. I would like to invite CasinoMarriott to the conversation to participate in the resolution of this complaint.

We would like to ask CasinoMarriott to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, the complaint will become ‘unresolved’ which may negatively affect its rating.

Hi Peter,

I have read that I am not the only player at Marriott who has the problem with this alleged technical error. If you win then there is a technical problem and you simply cancel the win without any evidence that the problem existed. I find that almost criminal. In addition, does a casino have to be insured for such cases or isn't the game provider responsible and liable for these technical problems?

Well let's wait again.

First of all, thank you for your efforts.

Best regards

Roswitha

Hallo Peter,

ich habe gelesen das ich nicht die einzigste Spielerin bei Marriott bin, welche das Problem mit diesem angeblichen technischen Fehler hat. Wenn man gewinnt dann gibt es ein technisches Problem und man streicht einfach den Gewinn ohne Nachweis das es dieses Problem gegeben hat. Das finde ich schon fast kriminell. Ausserdem muß einCasino für solche Fälle doch versichert sein oder ist nicht der Spielanbieter für diese technischen Probleme verantwortlich und haftbar ?

Na warten wir nochmal ab .

Danke erstmal für Ihre Bemühungen.

Herzliche Grüße

Roswitha

Hi Roswitha,

The problem is that the casino doesn't have any license and its rating is quite bad too. The casinos without a license have no regulatory body to supervise their activity. I don't recommend playing in such casinos. There is still some time for a reply so let's see if they decide to react.

Hi Roswitha,

I'm afraid I won't be able to help you with this one. The casino doesn't react at all and there is no licensing authority to turn to. I can only recommend you to choose better casinos with a good license and reputation to play in. The complaint will be marked "unresolved" in our system. If the casino eventually decides to react, we will reopen the complaint and you will be notified by email. I wish I could be of more help.

Best regards

Peter