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Hi!

I played my bonus cash of £175 which I completed the wager requirement of 40x

I had over £1100 in my account and as soon I met the wagering requirements it removed all money from my account both bonus/real

I should have had this into my actual withdrawal able Balance.

I have contacted them on chat and email and they keep claiming it’s "stuck" in a game and will be released if I clear browser history, log out log in etc and back on the game.

nothing is working!

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Dear DEZ444, Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward any supporting evidence, such as screenshots or videos, possibly your game history with the exact time of the incident along with any relevant communication to attila.g@casino.guru? Have you stopped playing right after the incident?

Meanwhile, please check our article explaining "How slot machines are programmed" https://casino.guru/how-slot-machines-work-math#how-are-slot-machines-programmed and maybe it’ll help to understand how servers communicate with players and what issues might occur on the way. Please understand that without any supporting evidence, we can’t proceed further with this case as it would be close to impossible to confront the casino.

Looking forward to hearing from you. Thank you in advance for your understanding.

Best regards,

Attila

Hi I have emailed you as per above

Dear DEZ444, thank you for your response.

In order for me to properly asses the issue, could you please share your game history? I suggest requesting the complete game history directly from the casino in Excel format. The game history should cover the whole of the relevant period: from the moment of the activation of the bonus, until the confiscation of the winnings.

Regrettably, without any supporting evidence, we are unable to advance with this case, as it would be extremely challenging to address the situation with the casino.

Thank you in advance for your understanding.

Best regards,

Attila

Dear DEZ444,

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, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Attila
Casino.Guru