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The casino confiscated my winnings of PLN 4,000,000, they believe the winnings come from bonus funds, but the winnings come from a deposit of PLN 320, and the bonus funds were used to play after a withdrawal request for PLN 4,000.

ka kasyno skonfiskowało moja wygrana 4000 tys złotych ,uważa że wygrana pochodzi ze środków bonusowych ,jednak wygrana pochodzi z wpłaty 320 złotych a za środki bonusowe była gra po zleceniu wypłaty na 4000 zł

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Dear Mateusz92,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem regarding the withdrawal of your winnings.

To better understand the situation and assist you effectively, could you please provide answers to the following questions:

• Did the casino confiscate your entire balance, or were your winnings reduced to a specific amount?
• Can you provide details about the bonus funds — which bonus did you use, and when exactly did you activate it? Please post a screenshot of the bonus history in this thread.
• Also, could you please tell me which games you were focused on — slots, live casino, sports betting, etc.?

Your cooperation in providing these details will help us investigate and work towards a resolution.

Thank you in advance for your reply.

Best regards,

Kristina

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.

Good morning, please close the case. After sending an email with an explanation, the matter was resolved. The casino responded professionally, reviewed the game again, and refunded the funds to my account. I'll just add that the casino was in contact with me throughout this entire time, so everything was positive. It was simply a misunderstanding.

p dzień dobry,proszę o zamkniecie sprawy,po napisaniu e maila z wyjaśnieniem sprawa została rozwiązana, kasyno podeszło profesjonalnie sprawdzili grę jeszcze raz i zwrócili srodki na moje konto.dodam tylko że przez cały ten czas kasyno było ze mna w kontakcie więc wszystko na plus. To było po prostu nie porozumienie.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Mateusz92,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Kristina