I'm sorry you're having problems with the casino. If I understand correctly, you got free spins and you didn't want to use the bonus ?
If we are talking about which games the bonus can be used on, that can always be determined by the casino, also in this case I don't see the problem. If you need more information about bonuses and how they work, I think this link might be useful in the future: https://casino.guru/casino-bonuses
On the other hand, I don't think it's okay to contact the support and receive only unhelpful and irrelevant answers.
I have seen that you have opened a complaint for this casino, and you want to close your account in the casino. I think if the casino is run in a similar way, I wouldn't want to play in a similar one.
May I ask if you sent an email to the support according to the instructions in the complaint ? If so, were you able to close the account ? If not you can update us how you progressed.
I hope you will be able to resolve this case to your satisfaction.
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