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won €18 with a combination of no deposit free spins and level up free spins, played for several hours on another slot and wound up winning, withdrew 200 and had 150 confiscated due to the term 2.2 which states free spins offered without a deposit requirement the maximum amount of winnings is €50.

level up spins are not subject to this condition.

i did not win this money on the free spins I won it by gambling my winnings from my free spins, I was playing with winnings from 3 sets of free spins, In my experience with other casinos this cap applies to winnings from the free spins themselves. I then played for hours with the real money I’d won and wound up winning more, I could have just as easily lost all the money.

I understand applying the cap to money won during the free spins but money won during actual game play using money that was added to your real account should not be capped because at that point your playing with your own money.

Dear Michellel177,

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.

• Am I correct in understanding that you had more than one active bonus simultaneously?
• Did you finish the wagering requirements for the initial bonus and then proceed to another bonus?
• Did you request a withdrawal after completing each bonus?

If there’s any relevant communication, please forward it to petronela.k@casino.guru along with a screenshot of your bonus history.

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

Best regards,

Petronela

Hi

i recieved 3 sets of free spins, from them free spins I won €18, this was credited straight to my real money, based on terms these free spins where not subject to the wagering requirements.

I then played a different game using my €18 winnings played for several hours and won on that game.

my understanding of the term is that there is a €50 cap on wins won from the free spins, didn’t know I couldn’t gamble them winnings, if I withdrew €50 I would have left €150 sitting in my real money account.

Can’t find a bonus history screen on there website but will share what I can via email.

Hi Michellel177,

Is there a possibility to request your full game history from the casino and forward it to petronela.k@casino.guru, please?

Thank you.

I have asked the casino if they are willing to share same.

Hi,

casino will not share my bet history they directed me to my bet history on there site which will show the last 10,000 bets

I have already shared this and it fully supports my statement, my last 10,000 bets included level up free spins which have no withdrawal cap and real money spins the no deposit free spins where not used in the last 10,000 bets according to my history

Thank you very much, Michellel177, for providing all the necessary information. I will now transfer your complaint to my colleague Jozef (jozef.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Dear Michellel177,

Thank you very much for sharing your negative experience. We are now going to reach the casino team.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Since we haven’t received any response from the casino regarding the issue, we have no choice but to classify the complaint as 'unresolved'. The casino can reopen this complaint any time.

Dear

I am very sorry, but since the casino team has not been responsive, we are unable to continue with the investigation. An alternative option is to file an official complaint with the licensing authority of the casino. I may assist you with this process, and you can reach me at the email address provided below. Please note that this complaint will have an impact on their safety index on our website. Feel free to contact me if you have any questions or require further assistance.

Best regards, Jozef

jozef.k@casino.guru