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They denied my winnings, claiming that I exceeded the bet amount in relation to the bonus. This alleged event did not happen.

Eväsivät voittoni, väittävät että ylitin panoksen määrän bonuksen suhteen. Tätä väitettyä tapahtunutta ei ole tapahtunut.

Dear make1245,

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):

Bonus Terms & Conditions

3. Betting more than €4.00 per spin or 10% of the received bonus amount (the smaller of the two) on a slot game

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 to petronela.k@casino.guru if you feel that you’ve been accused mistakenly.

• 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

Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.

Dear make1245,

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.