Taking the discussion to the email may be because of privacy and confidentiality. The response of their representative here is actually helpful as it assures their customers that they are active and will attend to their issues when sent through the right channels. I would have also suggested they try and be handling some of the lighter issues via the forum PM to make it faster.

I second this approach..

I equally thought this would be the best approach for more efficient problem solving, but unfortunately it's not a one shoe fits all solution and maybe we are spoilt by how other casino's handle cases of their forum customers by the casino forum representatives being mediators of getting a solution... But I guess all casinos have their own approach to problem solving.

I think they need more time to do so.

Happy New Year guys!!

Unlock 50 free spins on Crazy Ex-Girlfriend 🧨💔

How to claim:
🎰 Spin 50 rounds on fire in the hole 3, duck hunters, or mental 2.
💰 Min bet: $0.20 per spin.
🎁 Get 50 free spins on Crazy ex-girlfriend instantly!

Promo runs until Jan 7.
https://www.cloudbet.com/en/promotions/casino/crazy-ex-girlfriend-freespins
T&Cs apply.

And you're right, but it's not unusual. What I do find a bit excessive is the 24-hour period. Anyway, what can you do? They clearly state you get 50 free spins with a $10 investment, and then you bet those winnings (If there are any of your free cash (spins)). It's simple. At least they put their terms and conditions up front so you don't have to figure them out later.

---

T&Cs apply.
Terms & Conditions
The Promotion begins at 07:00 UTC on 29 December 2025 and ends at 07:00 UTC on 7 January 2026 (“Promotion Period”).
To be Eligible, players must complete 50 spins at a minimum bet of $0.20 on Fire in the Hole 3, Duck Hunters, or Mental 2 during the Promotion Period.
Eligible players will receive 50 Free Spins credited on Crazy Ex Girlfriend (Nolimit City).
Free spins can be accessed from the Rewards menu.
Winnings from free spins are credited as bonus funds and must be wagered 25 times before they can be withdrawn.
To start the bonus wagering process, players must activate the bonus in the Rewards menu.
Once activated, players have 24 hours to complete the bonus wagering requirement; otherwise, bonus funds will be forfeited.
To start the bonus wagering process, players must activate the bonus in the Rewards menu.
Bets placed on slot games contribute 100% to the wagering requirement. Bets placed on any other casino games contribute 10%, with the exception of Provably Fair games, which do not count towards bonus wagering.
Phone number verification is required to claim the free spins.
Additional KYC checks may apply at Cloudbet’s sole discretion.
ETC...
source:https://www.cloudbet.com/en/promotions/casino/crazy-ex-girlfriend-freespins