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WARNING!!!! SCAM - RIP-OFF I won €10,000 and have already verified myself. The withdrawal was rejected with the reason that withdrawal for bonuses is not available in your country, Germany. The winnings were deleted, and I didn’t receive a cent.

VORSICHT !!!! BETRÜGER -ABZOCKE Ich habe 10.000€ gewonnen und habe mich bereits verifiziert Auszahlung wurde abgelehnt mit der Begründung Auszahlung für Bonus ist in Ihrem Land Deutschland nicht verfügbar GEWINN WURDE GELÖSCHT und kein Cent erhalten .

Dear 6jwbcky9vh,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue regarding your €10,000 winnings and the complications you’ve encountered with your withdrawal.

To better understand your situation, I have a few questions:

• Did you accumulate your winnings while playing with an active bonus, or were you playing without any bonus at the time?
• Were you informed about any country-specific restrictions regarding bonuses or withdrawals when you first made the deposit or at any point during your play?
• Can you provide any further details about the rejection of your withdrawal, such as any communication you received from the casino, including their explanation and the date?

Your cooperation is crucial for us to proceed with your case. It will help us address your concerns more effectively with the casino and ensure a fair review of the situation.

If you have any relevant communication, such as emails, chat logs, or screenshots, please forward them to petronela.k@casino.guru. This will assist us in investigating the issue thoroughly.

I hope we will be able to help you resolve this issue as soon as possible. Meanwhile, we appreciate your patience after you reply and we investigate the issue.

Thank you in advance for your reply and cooperation.

Best regards,

Petronela

Hello, I was not informed in any way about the bonus.

I have contacted support several times and each time I was told something different.

First I was told that the bonus would not be paid out in my country, and then another support employee told me that I had to deposit €30 beforehand.

It's a disgrace to delete the money I won and tell me that I won't receive it.

Guten Tag , ich wurde auf keinerweise darauf hingewiesen bezüglich des Bonus .

hab mich mehrmals beim Support gemeldet und jedes Mal wurde mir etwas anderes erzählt .

als erstes wurde mir gesagt der Bonus wird in meinem Land nicht ausgezahlt , und dann wurde mir von einem anderen Support Mitarbeiter erzählt ich hätte vorher 30€ einzahlen müssen .

es ist eine Frechheit das gewonnene Geld zu löschen und mir zu sagen das ich nicht erhalte .

Hi 6jwbcky9vh,

You mentioned that support informed you that a deposit of €30 was required before the bonus could be paid out.

• Could you please confirm if you accumulated your winnings entirely from a free bonus without placing any deposit beforehand? This information is crucial for us to better understand your case and determine how to proceed.

Thank you for your cooperation, and I look forward to hearing from you soon.

Yes, that's true, but every employee tells me something different. I don't know which is true and I feel like I've been ripped off. Moreover, I played through the bonus and converted it into real money.

Ja das stimmt , aber jeder Mitarbeiter erzählt mir was anderes , ich weis jetzt nicht was zutrifft und komme mir verarscht vor , zudem habe ich den Bonus durchgespielt und umgesetzt zum echtgeld .

Hi 6jwbcky9vh,

Thank you for your response.

It’s possible that I didn’t fully understand your reply due to translation.

• Could you please confirm once more—did you accumulate your winnings entirely from a free bonus without making any deposit beforehand?

Your clarification will help me assess your case accurately.

Dear 6jwbcky9vh,

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 to 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.