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I made my deposit of 100€ which was doubled with a welcome bonus. After winning 1500€, I attempted to withdraw it, but all of my money and the bonus were inexplicably eliminated — I was simply trying to figure out how to make the withdrawal. I tried to lodge a complaint several times and was initially told that they would respond to me, however, over 24 hours have passed with no email response. I tried to lodge a complaint again via chat and after explaining the whole matter, they terminated my session. I tried to reach out to them again to complain, and after explaining everything, they told me that money from the bonus cannot be withdrawn? What about my deposited money? Is it not valid? What's the purpose of a bonus if it can't be withdrawn? Where do they explain this information? There's no way to contact them. They only respond in English that they have received the email, but they don't answer any of my questions. I've been robbed of 1500€ and I feel helpless. How can I report them? Any ideas? Or is it all lost?

Hice mi ingreso de 100€ que me doblaron con el bono de bienvenida. Después de haber ganado 1500€,al intentar retirarlo, se me elimina todo mi dinero y el bono sin motivo alguno, por qué solo estaba mirando como podía hacerlo. Al intentar reclamar varias veces, me dicen primero que ya me contestarán, han pasado más de 24h y no responde nadie al email. Intento reclamar otra vez en el chat y después de explicar todo el asunto me cierran la sesión. Vuelvo a contactar para reclamar, y después de explicar todo me dicen que con el dinero del bono no se puede retirar dinero?? Y con mi dinero ingresado? Eso no vale? Para que te dan el bono si no lo puedes retirar? Donde explican esta información?? No hay manera de contactar con ellos. Sólo responden en inglés conforme han recibido el email pero sin contestarme nada. Me han robado 1500€ y me siento impotente. Como puedo denunciarlos?? Ideas?? O está perdido?

Dear Jandro,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Did you receive any specific explanation from the casino which exact rule has been breached and why your winnings have been confiscated?
• Could you please specify which exact bonus you have redeemed and played?

If there’s any relevant communication between you and the casino, please forward it to petronela.k@casino.guru.

I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.

Best regards,

Petronela 

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 800 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Dear Jandro,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.