Do I have the right on the money won by freespins

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aqua_pete

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Dear fellow gamblers,

I've got an issue and it's bothering me for over a year. It's an issue with 21Prive en Hello casino. Over a year ago I received two promotional emails of those casinos, stating that I received 10 freespins on the slot 'Frogs 'n Flies'. I won in both casinos about €8 (see uploads), but that money was never added to my balance. So I went to their chat asked about that. They told me there was a technical issue whith that. It was a very busy period for me and forgot about that issue until I came across those screen shots a couple of months ago. I went to the Hello helpdesk because I never had an reply on the technical issue. After a period, I received an email stating that all the people were compensated (that was a obvious lie because I was not compensated). They also couldn't tell me, how people were compensated and the conversation was shut. 

So my question for you is: Should I go on and demand that money? Or just let it go and never play there again (and advice others to do likewise), oh I just did that 😯.

My other question is. When a casino gives you freespins, but the result of the freespins is ignored by the casino and not added to your balance, is it your right to demand that money?

Greetings from the Netherlands,

aqua pete

21Prive problem.jpg

HelloProblem.jpg

 
I mean, since it happened over a year ago and it's not about huge amounts of money at this point i'd just let it go. Besides that i don't really have much of an opinion about it, other than that it was very poorly handled by the casino and it's something that would definitely prevent me from playing there any more. Furthermore i can't really tell you wether it's your right to ask for the money or not as that's not something i know anything about so yeah

 
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Sometimes casinos give you free spins that only wager on that specific game or provider.... so therefore it doesn't auto add to balance only when you open the wagering games.

 
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