Spinland - Bonus Spins Not Fully Credited
I received an email saying that my account had been credited with 20 free spins on Book of the Dead, no deposit. I logged into my account and also had a message stating the same.
On opening up the relevant game a pop up said I had 10 spins - spins were at 10p I played them through and think won about 50p in total, played that and maybe won 40p / 20p. I was expecting the additional 10 spins so closed the game and opened it again an nothing.
I opened the live chat to speak to an advisor who told me the spins had been credited to my account and said they were credited at 17:24 and 17:27, I disputed this and said I would go and take evidence from my account history.
Having taken screenshots clearly showing this was incorrect I was then connected to another advisor and after a very lengthy discussion and providing the screenshots he agreed that he could only find evidence of 10 spins being credited, I’m unsure what happened next as the chat lost connection and it ended.
Frustratingly I then again went through the whole process again with another advisor who again told me that the spins had been credited and again gave me the times of 17:24 and 17:27 I asked her to show me where she was getting the information and directed her to my sent screenshots. There is no record of me playing at 17:24 just for reference. There are 2 50p credits for Book of the Dead at 17:27 which at 10p a spin is 10 spins.
I said I would be escalating the matter as it was no longer even about the spins but the principle of the situation. I was told by the advisor that she could escalate it and would need to close my account. I said it would take the matter further myself and downloaded a transcript of the conversation.
