Sisal Casino - La richiesta di bonus del giocatore è in ritardo.

Greetings,

I'm writing because a month ago I registered with Sisal, I took part in a welcome promotion (ID 361377) which included the assignment of a €5 real slot bonus, for every €20 (real money) wagered.

The list of slots eligible for the promotion included Royal Fortune Hold and Win, which I played for a total of around €3,500 (roughly speaking, of course).

I played the rest on other slots, where I was regularly awarded the bonus.

Support told me that my wagers on Royal Fortunator Hold and Win were not eligible for the bonus, even though the slot was listed in the terms and conditions. I investigated further on my own and noticed that this slot was appearing in my transactions as Royal Fortunator Hold and Win PL.

For this code, PL, support isn't giving me the bonus. I even asked the chat agents for an explanation, and they all told me that the code is simply a technical acronym indicating the slot's operator, and that there's only one slot, making it impossible to have swapped it for another. Of course, I have all the screenshots of these conversations. Despite reporting everything to support, I'm still waiting for a response.

I think this behavior on Sisal's part is embarrassing.

I look forward to your help. Thank you.

Salve,

scrivo perchè un mese fa mi sono registrato a Sisal, ho aderito ad una promo benvenuto (ID 361377) che prevedeva l'assegnazione di 5€ di real bonus slot, ogni 20€ (soldi reali) giocati.

Nell'elenco delle slot valide ai fini della promo, c'era la royal fortunator hold and win, a cui ho giocato per circa 3500€ di volume totale (a spanne ovviamente).

Il restante l'ho giocato in altre slot, dove mi è stato regolarmente assegnato il bonus.

Il supporto mi ha detto che le mie giocate effettuate alla royal fortunator hold and win, non erano valide ai fini del bonus, nonostante la slot fosse presente nei termini e condizioni. Ho indagato ulteriormente per conto mio, e mi sono accorto che questa slot, appariva nei miei movimenti come Royal fortunator hold and win PL.

Per questa siglia, PL, il supporto non mi eroga il bonus. Ho anche chiesto spiegazioni agli operatori in chat, e tutti mi hanno detto che quella sigla, non è altro che una sigla tecnica che indica il gestore della slot, e che esiste una sola slot, rendendo così impossibile averla scambiata con un'altra. Ovviamente ho tutti gli screen di queste conversazioni. Nonostante abbia segnalato tutto al supporto, sto ancora aspettando una risposta.

Credo che questo comportamento da parte di Sisal sia imbarazzante.

Attendo il vostro aiuto. Grazie

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 this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please send me a link to the bonus you activated and played with? If possible, kindly include a screenshot showing the games that were eligible to be played with the activated bonus as well.
• Could you see only one version of the game Royal Fortunator Hold and Win in your account, or were there several different versions of the game available?
• Could you please send me a screenshot of your bonus history, as well as the conversations with the casino's customer support regarding the issue with your bonus? My email address is [email protected].

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

Best regards,

Veronika