The player from Spain is experiencing difficulties withdrawing his winnings due to active bonus. We rejected the complaint because the player didn't respond to our messages and questions.
It does not let me request a refund, having verified identity. Although I don't have bonds, it tells me that I have one active and I don't know how to cancel it.
Dear David,
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. Do I understand correctly that you struggle to request a withdrawal due to active bonus? Have you activated any promotional offer when depositing funds? Could you please advise if you have tried to resolve this issue with casino?
Furthermore, if there’s any relevant communication, please forward it 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