KayaMoola - No reply to bonus enquiry of r2500 after 4 emails already

Michelle Schoeman filed the complaint

6 July 2023

Hi

I won 20 free spins on 30/06/2023 and with that I won a total of R2481,40.

Suddenly my money is not accessible, I cant withdraw or even play with it.
In the last week, Ive sent numerous emails to their support staff, asking what to do or whats wrong, and I get NO RESPONSE whatsover. Please assist me? Pls see attachment for proof

This complaint has a private attachment.

Incident date: 6 July 2023

KayaMoola

12 July 2023

Dear Michelle,

Thank you for your complaint.

We couldn’t find an account registered with your name.

You contacted us via Facebook on 04.07.2023 with a request in regards to the KayaMoola account of your mother. After providing us with her email, we gave you general information about the ac-count and the free spins requirements. Please note that we are not allowed to give details information to third party, but only to the account holder.
On 28.06.23 the KayaMoola account registered with the email you provided us was rewarded with 20 free spins. The games were sent to her account for free, she has never processed any deposit to her account and the free spins were given as free gift.
The maximum winning from this game is limited to R20. This means that the maximum amount she can get from the free games is R20 and not more. The account holder contacted our support team on Sunday 02.07.2023 and we provided her with the information about the free spins T&C. As a gesture of goodwill, we sent new free games to her account, even with higher winning limitation. The free spins were played on 07.07.2023.

Please find attached a screenshot from our correspondence on Facebook. Our personal data protection policy does not allow us to provide a screenshot from the conversation with our customer. Please ask her to send us a request and we can publish the correspondence with our support team.

Best regards,
KayaMoola Team