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I made a deposit of 50 CHF and accepted a deposit bonus. I wagered the entire bonus amount and therefore withdrew my winnings as real money. I continued playing and, having accumulated a profit of 800 euros, I requested a withdrawal.

After my account was verified and accepted, their customer service rejected my withdrawal (like 99% of users) on the pretext that I had violated the bonus conditions rules, namely: betting more than 2 euros per game and playing Big Bass Bonzana (a game that was prohibited with a bonus).

First of all, their website isn't honest because they never send you an alert to tell you that you can't bet with an active bonus (like most casinos do), and secondly, the winnings I made were on the Sugar Rush Superscatter game. I played other machines, but my winnings were all from that one game.

I emailed them asking for a detailed history of my playing time, including bets over two euros and the fact that I played a prohibited game, and I keep getting a standard reply.

I would like to get my winnings back, I still won 800 euros on a completely unreliable site, unfortunately I only saw the reviews after winning.

J'ai fait un dépot de 50CHF et accepté un bonus qui était offert pour le dépot. J'ai misé le bonus totale et donc recupérer mes gains en gains réels. J'ai continué de jouer et arrivé à un gain de 800euros j'ai fait une demande de retrait.

Après vérification de compte qui a été accepté, leur service client a rejeté mon retrait (comme 99% des utilisateurs) sous pretexte que j'avais enfreint les règles de conditions de bonus à savoir : miser plus de 2euros par partie et avoir jouer à Big bass Bonzana (jeu qui était interdit avec un bonus)

Déjà leur site est pas honnête car à aucun moment ils vous envoient une alerte pour vous dire que vous ne pouvez pas miser avec un bonus actif (comme la plupart des casinos le font) et ensuite les gains que j'ai fait je les ai fait sur le jeu Sugar rush superscatter. J'ai joué à d'autre machines mais mes gains ont été fait sur ce jeu là.

Je leur ai fait un mail en leur demandant de m'envoyer l'historique détaillé de temps de jeu ainsi que les mises de plus de deux euros effectués et le fait que j'ai joué sur un jeu prohibé et je recois toujours une réponse standard

J'aimerais recuperer mes gains, j'ai gagné quand même 800euros pour un site pas fiable du tout, malheureusement j'ai vu les avis qu'après avoir gagné.

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Dear Hona.94,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. Please clarify some details so I can understand the situation.

• Did you wager more than €2 during the active bonus?
• Did you use a featurebuy while the bonus was active?
• I know you already attached the emails from the casino about bonus violations in your previous message but could you please forward those emails to me? My email address is jean.s@casino.guru.
• Additionally, kindly forward your game history together with a link to the specific bonus that you redeemed and played.

If there is any other relevant communication between you and the casino, please send it as well.

Thank you in advance for your reply.

Best regards

Jean