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I completed a no deposit bonus at this casino, for $200.00. I completed the wagering requirements and my withdrawable balance was $200.68. I had been emailing the customer support back and forth to complete the KYC. After about 10 days I received an e-mail saying I was verified and my KYC was completed. I was reading through the terms and conditions and there must be a deposit made before a withdrawal is made. So while my. $200.00 withdrawal was pending. I made the $25 deposit. I was then notified that My withdrawal of $200 had been rejected And garnished by the casino because of breach of terms and conditions, because I had made a deposit into my account even though I did not wager any of that deposit.

This no deposit bonus was stolen from me because I made a deposit into my account.

Dear ada8jesus7,

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. Did the casino confiscate your whole balance (bonus winnings + deposit)?

Could you 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

Dear ada8jesus7,

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.