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Unable to play Free spins bonus - Burning hot


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I've activated a bonus by making a deposit - 50 spins on the burning hot slot.
The spins show as active under my bonus section but when I open the slot they don't activate - I can play with my balance.
I've contacted the support through live chat and email.
I keep getting the same response - to delete cookies/ cache / try another browser - this doesn't work.
I've tried all browsers on my mobile as suggested.
Can someone please look into this?

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