Bitbook Casino - Player can’t rollover his deposit, because games are not working.

I joined on the 22. Made a deposit for 5 mbtc. And none of the games loaded up. So I called and they said they were working on it. Next day I requested my money back. They let me do bitcoin withdrawal. Next day sent me email saying bitcoin processed. Never got. Called and they said terms and conditions say I have to rollover my deposit. Games still don’t work and I just want money back

Dear Roy,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. We will contact the casino and ask for their cooperation to resolve this matter, but, before we do so, could you please describe your problem with loading games in more detail?

Could you post here some screenshots, please? Or, alternatively, you can send it to my email address kristina.s@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,

Kristina

Yes from the minute I joined I would go onto the homepage click on a game any and all games and all it does is refresh the homepage no games ever got loaded and when I called and chatted they said yeah We are working on it and problem should be solved soon well through this minute it hasn’t been solved the page just reloads

Hello Roy,

Thank you for your email, from what I see it is loading the game, but I guess it is not successfull. Would it be possible to also record it and send it to me? This is just so we can see, that those games never fully load.

Dear Roy,

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.

• I had no idea that you were waiting on me. I’ll take a video for you right now

Please Let me know if you got the video it’s my first time doing this

Hello Revroy,

Did you send it to my email address (kristina.s@casino.guru)? I can see only your first email with screenshots from you.

Dear Revroy,

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 stopped responding 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.