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I deposited € 100 and received an 85% bonus with the second deposit bonus. I met the sales and bonus conditions and applied for a total profit of € 5,000. After two days I finally got an answer from customer support stating that I had violated the bonus conditions. And all of my profit has been removed from the account. I have already played in a great number of online casinos with bonuses and there really never was !!! Problems except for this casino.

Habe 100€ eingezahlt und mit dem zweiten Einzahlungsbonus 85% Bonus erhalten. Habe die Umsatz und Bonus Bedingungen erfüllt und einen Gewinn von insgesamt 5.000€ beantragt. Nach zwei Tagen habe ich endlich eine Antwort vom Kunden Support bekommen in der es hieß, das ich gegen die Bonus Bedingungen verstoßen hätte. Und mein kompletter Gewinn wurde vom Konto entfernt. Ich habe schon in sehr vielen online Casinos mit Bonus gespielt und es gab wirklich nie!!! Probleme, bis auf dieses Casino.

Dear Sandra,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Did the casino inform you what rule you allegedly broke? Would you be so kind and send me all the relevant communication between you and the casino so we can gather as much information as possible about the case? My email address is 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 in advance for your reply.

Best regards,

Kristina

Dear Sandra,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.