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My winnings were removed and my withdrawal was cancelled

Me eliminaron las ganancias y eliminaron mi retiro

Dear victorgallardog,

Thank you very much for submitting your complaint and forwarding all the relevant communication. I’m sorry to hear about the issue and understand your frustration. I carefully checked the Bonus Terms on the website, and this is what I found (here). Every bonus is subject to its own set of terms and conditions. For instance, the Welcome package outlines the following regulations:

Bonus Terms & Conditions

...

The following wagering activities are not allowed until the wagering requirements of this bonus have been completed:

1. The use of bonus funds purely to progress through the bonus stages of games.

2. Equal, zero or low margin betting

3. Betting more than €4.00 per spin or 10% of the received bonus amount (the smaller of the two)

4. Betting on non-allowed games (Please see "Non-Allowed Games" for list of non-allowed games).

5. Using a ‘feature buy’ or Buy Pass function within a game.

If, on review of your wagering activities, it is found that you have performed one of the above, your winnings will be removed.

The General Terms and Conditions apply.

We would like to see casinos implementing systems that would prevent players from placing higher than allowed bets, but, unfortunately, this is not a standard practice yet.

• Can you provide details on the specific bonus you activated and utilized?
• Additionally, what were the amounts of both the deposit and the bonus awarded?

Please do not hesitate to forward your game history in Excel format along with any relevant communication to petronela.k@casino.guru if you feel that you’ve been accused mistakenly.

I hope we will be able to help you to resolve this issue and receive your winnings as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Dear victorgallardog,

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.