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I deposited $250 to play and receive a 200% bonus up to $500. After clearing the wagering requirements, my balance had reached $5000. I applied for a withdrawal, but all of it was confiscated on the grounds that I had made unnatural and advantageous wagers. I protested, claiming that the reason for confiscation was unfair, but my complaint was dismissed under the pretext that their decision was absolute. They did not respond when I asked for further clarification.

200%最大500ドルのボーナスを受け取るために、250ドル入金をしてプレイをしました。そして賭け条件をクリアして、残高は5000ドルになりました。出金申請をしましたが、不自然で有利性のある賭けを行ったとして、全て没収されました。没収理由は不当であると主張しましたが、決定は絶対であるとして、訴えは棄却されました。詳細の説明を求めても答えてくれませんでした。

Dear yasumasa,

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 activated? If possible, please post here a link or promo code you used to activate the offer.

Additionally, 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 800 complaints.

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

No link or promo code was used to activate the offer. I still have the instructions via email, so I forwarded it to you. I have also forwarded all relevant communications between me and the casino. Verification please.

オファーを有効にするために使用したリンクまたはプロモーションコードはありません。メールでの案内が残っているので、そちらをあなたに転送しました。さらに、私とカジノとの間のすべての関連通信も転送しました。確認お願いします。

Thank you for your reply, yasumasa. Could you please clarify which games you played while this bonus was active - slots, live casino, sports betting, etc.?

After playing the slot Dreams of Gold for $10 to $20, I finished playing Win Win Fish Prawn Crab for $10, and the maximum withdrawal amount of $5000 was cashed out.

スロットのdreams of goldを10〜20ドルでプレイした後、win win fish prawn crabを10ドルでプレイして消化を終え、最大出金額である5000ドルがキャッシュ化されました。

Thank you very much, yasumasa, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hi yasumasa,

I have reviewed your case and understand the situation. Allow me to reach out to the casino and make every effort to assist you. I would like to invite TedBet Casino to join the conversation and contribute to the resolution of this complaint.

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.

Hi yasumasa,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Antillephone Gaming Authority (https://casino.guru/licensing-authorities/curacao-license-3) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (peter.m@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter