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Hello,

Thank you very much for submitting this complaint. I’m sorry to hear about the issue you’re experiencing. To better understand your situation, please allow me to ask you a few questions:

• Could you please send me a link or a screenshot of the bonus you activated and played with?
• What types of games did you play while the bonus was active? Did you mainly play one game, or did you switch between multiple games?
• Kindly describe your gaming style in more detail (for example, bet sizes, frequency of play, or any noticeable changes during the bonus play).
• Have you successfully completed the full KYC verification at this casino?

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

Best regards

Attila

Hi Alita, thanks for replying.

I can't send you a screenshot of the bonus used because my account was blocked when I requested a withdrawal.

The bonus was for the casino and I used it on the allowed slots. I was lucky and converted the bonus into real money, but I'm not interested in the winnings from the bonus. The real problem here is that I deposited 500 MXN of my own money and they don't want to return that amount either, and I think that violates the rules; they can't keep the money I deposited.

And if I completed the verification correctly, my account was verified.

Hola alita gracias por responder.

No puedo enviarte captura del bono utilizado ya que me bloquearon la cuenta cuando solicite un retiro .

El bono era para casino y lo use en las slots permitidas , tuve suerte y converti el bono en dinero real , pero no me interesa las ganancias del bono , el problema real aqui es que yo deposite 500 mxn de mi dinero y ese monto tampoco me lo quieren regresar y creo que eso infringe las normas no se pueden quedar con mi dinero que yo deposite

y si complete la verificacion correctamente mi cuenta estaba verificada

I received the same response and they refused to return any amount. If they don't want to give me the bonus winnings, it doesn't matter, I just want the money I deposited.

he recibido la misma respuesta y se han negado a volver cualquier monto si no me quieren dar las ganancias del bono no importa solo quiero el dinero que yo deposite ,

Dear Estebandido, 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.

You can reach me via email at attila.g@casino.guru.

Thank you in advance for your reply.

Dear Estebandido,

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