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I used the bonuses the casino sent me, wagered the money and ended up having a withdrawal amount of 100$, well they declined it and also took the money i won so it's no longer in my balance. I've deposited so much money into this casino, I dont understand why they send you bonuses if your not allowed to use them.

Dear suzeeewing,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Could you please clarify which bonus you played with? If possible, please post a link or promo code you used to activate the offer here in this thread.
• Have you received any explanation from the casino regarding the confiscated winnings? Please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. 

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much 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 48 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 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

They said because you can't have consecutive bonuses in a row, but they are bonuses either ive earnt or that they have emailed or messaged me, I wagered it and was able to withdraw 150$ but I have to pay 50 for a wire transfer so it left me with 100..im not sure now which bonus but it could of been with my journey points or comp points. But as you can see in my emails I also deposited a few times that 



Thank you for your reply, suzeeewing. Do I understand correctly that you claimed multiple free bonuses in a row without depositing between?

If that is the case, I am afraid the casino confiscated your winnings in compliance with their bonus terms. I checked the general T&Cs and I found this:

18. Customers cannot redeem multiple free bonuses/free spins offer consecutively: When a customer uses two or more free bonuses without making a real money deposit in between, management reserves the right to void any bonuses and winnings.

Please note that the vast majority of online casinos prohibit players from activating multiple free bonuses consecutively. In an ideal world, this would be enforced on a software level, however, as of now, as long as the casino states this clearly in its T&Cs, we cannot penalize the casino for confiscating your winnings, nor we are in a position to force the casino to return you the winnings.

I can only recommend that you always check the bonus T&Cs before you activate any offer and keep in mind that casinos usually do not allow this type of bonus use.

Please, let me know if there is anything else I could help you with, otherwise, I will be forced to close this complaint.

Thank you for your understanding.

Dear suzeeewing,

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.