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I had almost redeemed a bonus and was still winning more than 40 bonus euros when suddenly the system removed everything. I have reported this issue many times, and they've been telling me to wait for days. Then, I received a cashback bonus of 8 euros and experienced the same problem. They just keep telling me to wait, even though meanwhile, I deposited money.

Avevo quasi riscattato un bonus e stavo vincendo ancora saldo bonus per 40 e passa euro e improvvisamente il sistema mi toglie tutto ho segnalato più volte e mi dicono da giorni di aspettare , poi ho ricevuto un bonus cash back di 8 euro e ha avuto lo stesso problema e mi stanno solo dicendo di aspettare nel mentre io ho versato soldi

Dear Annamaria1986,

Thank you very much for submitting your complaint.

I'm sorry to hear about the issues you've been facing with the bonus redemption and winnings removall. Could you please provide additional information on the following points?

• Were there any specific error messages or notifications that appeared when the system removed your bonus and winnings?
• When you received the cashback bonus of 8 euros and encountered the same problem, did you receive any communication from the casino regarding the cause of the issue?
• Have you received any updates or responses from the casino support team after reporting the problem multiple times?

If you have any relevant communication or documentation related to your interactions with the online casino, please feel free to forward it to petronela.k@casino.guru for further review.

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

Best regards,

Petronela

Dear Annamaria1986,

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.