Dudubet casino denies free spins

[blondie]

Hi dear fellow askgamblers! So yesterday I signed up at Dudubet casino, got 10 free spins for registration and claimed the welcome match bonus. Today I went to claim the second deposit bonus, which is 50% match and 50 free spins on NRVNA slot. I made the qualifying deposit and then went to live support, as the terms state to contact live support. Live support had no clue of what I am asking for and told me there were match bonuses only, but I still maaged to capture a screenshot of their own "Sign up bonus t&c" where you can see that they do have free spins. I talked for 20 minutes and the support told me to reach out to their email. Has anyone played there and got the free spins?  It feels super unprofessional and I am really upset to be honest, as they seemed to be a great casino. 

 

I'll insert a screenshot I took from their own page that proves either the support had no clue about the promo or they haven't updated their terms- in any case it's quite upsetting.

[cocopop3011]

Hi dear fellow askgamblers! So yesterday I signed up at Dudubet casino, got 10 free spins for registration and claimed the welcome match bonus. Today I went to claim the second deposit bonus, which is 50% match and 50 free spins on NRVNA slot. I made the qualifying deposit and then went to live support, as the terms state to contact live support. Live support had no clue of what I am asking for and told me there were match bonuses only, but I still maaged to capture a screenshot of their own "Sign up bonus t&c" where you can see that they do have free spins. I talked for 20 minutes and the support told me to reach out to their email. Has anyone played there and got the free spins?  It feels super unprofessional and I am really upset to be honest, as they seemed to be a great casino. 

 

I'll insert a screenshot I took from their own page that proves either the support had no clue about the promo or they haven't updated their terms- in any case it's quite upsetting.

 

Blondie I've checked this against our offers and this is what it says you have to do to get your free spins: The offer is HERE

 

You will also be awarded 50 Free Spins on the NetEnt Slot NRVNA.

In order to claim your 50 Free Spins, please email us your username on [email protected]. The Free Spins will be in your account within a maximum of 24 hours.

[blondie]

Blondie I've checked this against our offers and this is what it says you have to do to get your free spins: The offer is HERE

 

You will also be awarded 50 Free Spins on the NetEnt Slot NRVNA.

In order to claim your 50 Free Spins, please email us your username on [email protected]. The Free Spins will be in your account within a maximum of 24 hours.

 

I did that too. No response what so ever. But the odd thing is that on askgamblers it says- please send an email, but on the terms I found- contact live chat. No one of their staff knows anything.

[ValDes]

Hi blondie, 

 

If you played by the rules and did everything as described in the offer I believe you are entitled to get these free spins and whether their support is in aware of that promo or not is simply irrelevant as each and every casino MUST stick to their promises and terms respectively. 

 

In your place I would consider the idea of using AGCCS in they fail fixing the issue by the end of this day. 

[cocopop3011]

Have you heard anything about the free spins yet Blondie?

[blondie]

So here's my today's update. The offer claims that the free spins are credited within 24 hours after contacting support. I wrote emails yesterday so today, after 24 hours had passed, I hadn't heard from them.I spoke with live chat this evening and they just told me to wait for a reply . They promised to send my request to the relevant department. But I have no clue how long it will take to get a reply. However, I do have chat transcripts cause right now I don't really trust them. I will give them the benefit of the doubt and then maybe I will have to file my first ever claim here.

[cocopop3011]

So here's my today's update. The offer claims that the free spins are credited within 24 hours after contacting support. I wrote emails yesterday so today, after 24 hours had passed, I hadn't heard from them.I spoke with live chat this evening and they just told me to wait for a reply . They promised to send my request to the relevant department. But I have no clue how long it will take to get a reply. However, I do have chat transcripts cause right now I don't really trust them. I will give them the benefit of the doubt and then maybe I will have to file my first ever claim here.

 

Aww blondie I hate to say it but this is one of my biggest hates! Such terrible customer service and unprofessional, from what you've said I'd simply have to part ways with the casino. I don't hold out much hope for those free spins but I sure do hope you get them, play them and never go back. Just my opinion of course.  

[raverbabe]

Any casino that refuses to honour a welcome promotion that is currently still being advertised on their own website I won't deposit with out of principal. Of course it's a bit late if you already made your deposit but I'd probably play it through x1 and then withdraw and never go back. When there are mixups with affiliates and the like I can sometimes forgive the casino but when they don't even keep a promise they have made themselves, that's just not acceptable.

[blondie]

Any casino that refuses to honour a welcome promotion that is currently still being advertised on their own website I won't deposit with out of principal. Of course it's a bit late if you already made your deposit but I'd probably play it through x1 and then withdraw and never go back. When there are mixups with affiliates and the like I can sometimes forgive the casino but when they don't even keep a promise they have made themselves, that's just not acceptable.

 

So the offer was a 50% match and 50 free spins. Match bonus I got without problems and the free spins I asked to live chat that denied their existence and to two emails_ [email protected] (this is written on askgamblers bonus terms) and [email protected] which is the email the live support provided me. Still no reply and no free spins.

[cocopop3011]

So the offer was a 50% match and 50 free spins. Match bonus I got without problems and the free spins I asked to live chat that denied their existence and to two emails_ [email protected] (this is written on askgamblers bonus terms) and [email protected] which is the email the live support provided me. Still no reply and no free spins.

 

I really don't understand how a casino can deny free spins that are actually advertised on their site! It's just ridiculous. 

[blondie]

So here's an update- to all my emails I  have received one answer (bare in mind that I got the answer to my casino messages not email address). Now they say there is no such promotion and for second deposit you only get match bonus. My fault was to give them another shot as I accepted 3rd bonus ( before I knew they would ignore me for a week) but my account had insufficient funds so I didn't claim third bonus, so I don't know if I have any rights to file a complaint at this point. But what I can say is that they are liars. They still haven't updated their Sign up bonus terms which still state that there are free spins. I don't remember the last time a casino got me so frustrated.

[raverbabe]

What kind of name is "Dudubet" anyway??? The name doesn't have good connotations here in the UK thats for sure... !

[ValDes]

So here's an update- to all my emails I  have received one answer (bare in mind that I got the answer to my casino messages not email address). Now they say there is no such promotion and for second deposit you only get match bonus. My fault was to give them another shot as I accepted 3rd bonus ( before I knew they would ignore me for a week) but my account had insufficient funds so I didn't claim third bonus, so I don't know if I have any rights to file a complaint at this point. But what I can say is that they are liars. They still haven't updated their Sign up bonus terms which still state that there are free spins. I don't remember the last time a casino got me so frustrated.

 

Read their promo and general bonus terms once again, make sure to prepare the relevant screenshots and if you still believe your rights were somehow infringed, then feel free to use AGCCS. 

[cocopop3011]

So here's an update- to all my emails I  have received one answer (bare in mind that I got the answer to my casino messages not email address). Now they say there is no such promotion and for second deposit you only get match bonus. My fault was to give them another shot as I accepted 3rd bonus ( before I knew they would ignore me for a week) but my account had insufficient funds so I didn't claim third bonus, so I don't know if I have any rights to file a complaint at this point. But what I can say is that they are liars. They still haven't updated their Sign up bonus terms which still state that there are free spins. I don't remember the last time a casino got me so frustrated.

 

I still believe you're well within your rights to take this forward blondie. 

 

And we still have the free spins on our site for the 2nd deposit bonus so I'm going to chase this up for you Blondie and get back to you with my findings.

[smartjordan]

This reminds me of the free spins Fortunejack offered in an email. According to their mail, I just have to make a deposit and contact support to get the free spins.

 

So I made the deposit and reached support through their chat line. Turns out that I have to deposit a minimum of .01 btc to qualify for the spin. There were no mention of a minimum amount on the email. It simply said to contact support after making a deposit. 

 

I asked if it was possible to deposit more to match the .01 btc deposit or just deposit the whole .01 btc. Support said it wouldn't work since it required the bonus code I used in the email. 

[cocopop3011]

This reminds me of the free spins Fortunejack offered in an email. According to their mail, I just have to make a deposit and contact support to get the free spins.

 

So I made the deposit and reached support through their chat line. Turns out that I have to deposit a minimum of .01 btc to qualify for the spin. There were no mention of a minimum amount on the email. It simply said to contact support after making a deposit. 

 

I asked if it was possible to deposit more to match the .01 btc deposit or just deposit the whole .01 btc. Support said it wouldn't work since it required the bonus code I used in the email. 

 

Does seem a shame that they weren't able to get something sorted for you considering your were willing to make the minimum!

[cocopop3011]

@Blondie - I've got a member of our team looking into this for you, I'll hopefully hear back tomorrow.

[smartjordan]

Does seem a shame that they weren't able to get something sorted for you considering your were willing to make the minimum!

 

Totally, 

[Mobcasinos]

Never expect to get an good answer from those live support. Most of them are out source meaning they are not really part of the casino. Anyway it is very strange for a casino to deny those bonuses. Make a follow up email and if still didn't receive any reply from them then you bonus it a goner.

[cocopop3011]

Never expect to get an good answer from those live support. Most of them are out source meaning they are not really part of the casino. Anyway it is very strange for a casino to deny those bonuses. Make a follow up email and if still didn't receive any reply from them then you bonus it a goner.

 

My reply should come from someone much better than support, I chased this up yesterday but we hadn't heard bacl. So Monday, fingers crossed!

[blondie]

My reply should come from someone much better than support, I chased this up yesterday but we hadn't heard bacl. So Monday, fingers crossed!

 

Thanks Coco for trying to help. At this point I don't think I will get anything and it just shows their attitude/ professionalism.

[cocopop3011]

Thanks Coco for trying to help. At this point I don't think I will get anything and it just shows their attitude/ professionalism.

 

Well I have to be honest I too am swaying to that way of thinking, but at least we can try. I promise to report back here as soon as I know anything.

[Fiekie247]

Instead of all the free spins, just ask them for 1 free spin in "Twin Spin"... Who knows you might hit those diamonds again.