Falla App Requires Gifts for Support but Fails to Inform Users

In the Falla app, when we withdraw gold, we were told that the regular dispatch support is credited every Wednesday. However, we later learned that if we do not send a gift on Wednesday, the support is not credited at all. There is no notification or warning stating that a gift must be sent in order to receive this support. I have been using the app for 3–4 years, and I only recently learned about this rule.

Previously, while playing the game, dispatch support would be credited at any time. Now I realize that this support is only credited if a gift is sent. If this is truly a requirement, it should be clearly communicated. There is no notification and no explanation saying, “You must send a gold-value gift in order to receive dispatch support.” Because I did not send any gold-value gifts that week, I assumed that was why the support was not credited.

You have listed three rules, but none of them mention that a gift must be sent for the dispatch support to be credited. For this reason, I am filing a complaint. I also submitted a complaint through the Şikayetim Türkiye platform, but complaints there are often ignored or not reviewed. I have also written to the Turkey management team, yet many of our complaints are not officially recorded. We want to be taken more seriously.

We do not deposit chips here — we deposit real money and use it for the game. In addition, we expect the staff in the support department to be more attentive. Customer representatives respond negatively without even saying “Hello” or “Welcome.” We ask that they communicate politely and professionally. We do not find it appropriate for them to make personal comments about users. We request that the Turkey representatives be reorganized and reviewed.