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After winning from free spins and during the wagering process, I made use of the "buy bonus" feature in one of the games. After completing the wagering process, all the funds were taken out of my account and I was accused of "bonus manipulation".

I genuinely did not know that one cannot make use of the "buy bonus" option during the wagering process and NOWHERE in their terms and conditions do they state this.

I lost R10 000 and escalated this as far up as possible. I was just told that they cannot credit my account.

So basically, when it comes to them having to pay out winnings from free spins after going through the wagering process, they can make up any rule and steal the funds from your account.

Dear Lizzie19851,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with the online casino regarding your recent experience.

To better understand your situation, could you please provide us with the following details:

• What specific game were you playing when you used the "buy bonus" feature?
• Have you received any written communication from the casino regarding their accusations of "bonus manipulation"? If so, kindly forward it to me at veronika.f@casino.guru.
• Were there any notifications or warnings about the "buy bonus" feature while you were wagering?
• Has the casino specified which part of the Terms and Conditions you allegedly breached?

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,

Veronika

Dear Lizzie19851,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.