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When withdrawing, I received information that I had violated the bonus regulations. during wagering because I asked in the chat whether I had broken the terms of the bonus while wagering. I received information that everything was fine

after wagering the bonus, I received information that I had broken the regulations and had made 1 spin above the allowed stake and I had not won anything.. mine because it was canceled

Dear mlkowalski,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue and understand your frustration. I carefully checked the Bonus Terms on the website, and this is what I found (here):

10.2. Bonus money: wager (wagering)

The process of wagering a bonus means placing a bet on a certain amount, previously described in the bonus conditions. Please make sure that you have read these Terms and Conditions, or if necessary, consult with the support service. Not all bets are taken into account. The bets from table games (Roulette, Sic Bo, Baccarat, Live Casino and others), as well as from various video poker games are not taken into account.

The maximum sum of bets that is counted in wagering the bonus and/or the cost of the bonus, additional rounds is: 2 €/span>.

We would like to see casinos implementing systems that would prevent players from placing higher than allowed bets, but, unfortunately, this is not a standard practice yet.

Please do not hesitate to forward your game history in Excel format along with any relevant communication to petronela.k@casino.guru if you feel that you’ve been accused mistakenly.

• Additionally, can you inform me whether your balance is divided into two parts upon activating a promotional offer, or if it is presented as a single "bonus balance"?
• Can you provide details on the specific bonus you activated and utilized?
• Lastly, what were the amounts of both the deposit and the bonus awarded?

I hope we will be able to help you to resolve this issue and receive your winnings as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Dear mlkowalski,

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 we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.