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I had played a 10 euro bonus which I lost. I already had a 50 euro withdrawal in me, I cancelled it to continue playing, I won 350 euros and the casino cancelled the withdrawals under the pretext that I was playing with the bonus where there was a withdrawal of up to 50 euros, while in the game history it normally appears that I did not play with the bonus money.

ειχα παιξει ενα μπονους 10 ευρω το οποιο εχασα . ειχα ηδη μεσα μια αναληψη 50 ευρω την ακυρωσα για να συνεχισω να παιζω κερδιζω 350 ευρω και το καζινο ακυρωσε τις αναληψεις με προφαση πως επαιζα με το μπονους οπου ειχε αναληψη μεχρι 50 ευρω , ενω στο ιστορικο παιχνιδιων φενεται κανονικα πως δεν επαιζα χρηματα του μπονους

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Dionyx Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please clarify the timeline of events? When did you activate the 10€ bonus?
• When did you request a payout of the 350€ winnings? Would you be able to support your complaint with screenshots confirming the timeline of events of the case?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

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 72 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 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Dear nyojim,

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,
Tomas
Casino.Guru