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On September 30th i played the take down september bonus. I deposited R150 played that to get the R1000 free bonus. I managed to build up my play money to well over R20000. My very last game i played super 6 with a R150 bet. I check my play amount continuously because i change games if there is nothing happening. Now because i know the withdrawable amount on this bonus is R2500 i was playing to get through the huuuuge playthrough amount of over R50 000. I was never warned that my playthrough was finished NOR did it show on my game that my withdrawable amount came into effect. It went straight from the R20 000 that i had to R15 telling me i had not enough funds to play the R150. I know for a fact my R2500 never showed as i still wanted to withdraw this money. I did query this fact and i was told it did ahow and a game history emailed to me. I requested the to play a replay of the last game i played to see what happened as they did not believe me. But was told it is not possible to do that. Now please tell me how in the hell can i prove my point.

Dear Estie,

Thank you very much for submitting your complaint and for forwarding your game history. I’m sorry to hear about your problem. We will contact the casino and ask for their cooperation in resolving your problem, but, before we do so, could you please forward your cashier and bonus histories along with any relevant communication to petronela.k@casino.guru?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Thank you very much, Estie, for your email. You have forwarded your game history again. Could you please send your cashier and bonus histories along with any relevant communication?

Please understand that all the requested information is essential if we wish to proceed with the case.

Dear Estie,

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

The player can reopen this complaint anytime.