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Upon registration, I was given a no deposit bonus, specifically free spins. There was a supposed wagering requirement, which I met. Using the roughly 250 that I won from the bonus, I assumed it was now real money. I won a total of $193,660 from various games. Mysteriously, the next day, the money disappeared. I even have screen recordings as proof.

L Registrarme me dieron un bono sin depósito específicamente giros gratis se supone que tenía que cumplir con cierto requisito de apuestas el cual compli y con los 250 mas o menos que gane con en el bono se supone que ya era dinero real en varios juegos gane un total de $193660 los cuales misteriosamente al otro día desaparecieron incluso tengo grabaciones de pantalla

Dear Woodselva,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

I have checked the general bonus terms and conditions, and this is what I found (here):

Goodwill/Cashback/Free Spin: including and not limited to any other bonus given individually 5 times to bonus value (ie: if you get 100 bonus then max bonus cashable would be 500) 

I would like to emphasize, that according to our Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#win-limits, we consider imposed win limit to be unfair and predatory, only when it’s applied to a real money game, however, we accept bonus T&Cs that restrict the maximum cash out from a bonus play.

Do I understand correctly that your winnings have been accumulated from Free Spins entirely? Were your winnings capped/reduced after completing the bonus wagering?

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

Best regards,

Petronela

Thank you, Woodselva, for your reply. I was able to open both videos and all the forwarded screenshots. Could you please advise how much was your active balance right after completing the bonus wagering? Were your winnings capped/reduced to the maximum cashout limit back then?

Cold you please forward your game history too?

Thank you, Woodselva, for your reply. Could you please forward your game history as an attachment to petronela.k@casino.guru? I wasn't able to open the provided link.

Clear

Claro

I'm sorry but I haven't received any email that would include your game history. Could you please advise if you sent it already?

Dear Woodselva,

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 regarding 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.

We've reopened this complaint as per the casino's request. We would like to be involved to give this case one more chance to get resolved and help both parties to reach a satisfactory conclusion.

Player's additional comments:

An apology for not having answered, I had forgotten with the pressure and my work, but regarding what he asked me about my history, I did not send him my history. In fact, I sent him the login details of my account since, well, I have had a lot free time to take a screenshot of the entire history of the games because the truth is it was some time but I don't know if I want to do it again

We’ve reopened this complaint as per the casino's request. We would like to give this case one more chance to get resolved and help both involved parties to reach a satisfactory conclusion.

Player's additional comments:

Una disculpa por no haber contestado se me había olvidado con las presiones y mi trabajo pero respecto a lo que me preguntó de lo de mi historial no le mandé mi historial de hecho le mandé los datos de ingreso de mi cuenta ya que pues e tenido mucho tiempo libre para tomar captura de todo el historial de los juegos porque la verdad sí era algo de tiempo pero no sé si quiera que lo haga de nuevo

Appreciate your response, Woodselva. It's important for us to obtain your game history to assess your gaming activity, specifically whether your winnings were capped immediately after fulfilling the bonus wagering requirements. Kindly request this information directly from the casino. Sharing your login details with a third party would violate fundamental casino rules, so we cannot access your casino account through that means. Thank you for your understanding.

Okay then, shall I share the game history to your email? Or right here?

Okay entonces le comparto el historial de juegos a su correo? O aquí mismo?

Thank you, Woodselva, for your email. I require your game history in a format other than forwarded screenshots. I suggest requesting the complete game history directly from the casino. It is crucial to understand that analyzing the game history from screenshots is impractical. It becomes extremely challenging to accurately count the game outcomes when dealing with screenshots. Instead of using a few simple clicks in Excel, the counting process becomes manual. As you can imagine, if we were to receive game histories from all our users in screenshot form, it would consume significant time to arrange the screenshots in chronological order and manually check for hours. Our primary goal is to mediate issues with online casinos, not spend excessive time organizing screenshots. Thank you for your understanding. 

Dear Woodselva,

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 regarding 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.