Dear Natatkas,
Thank you very much for submitting your complaint. I fully understand how difficult the whole situation must be for you. I carefully checked the Bonus Terms on the website, and this is what I found:
„ 4. Betting more than €4 (or equivalent) per spin or 10% of the received bonus amount (the smaller of the two) on a slot game
...
6. Using a ‘feature buy’ or Buy Pass function within a game."
It seems that buying in-game features probably caused this situation and the casino evaluated it as breaching of the maximum allowed bet. Could you please forward your game history to kristina.s@casino.guru? If there’s any other relevant communication between you and the casino, please forward it as well.
Additionally, I would like to know which bonus you activated and how much bonus money you received.
Thank you in advance for your reply.
Best regards,
Kristina
Dear Natatkas,
Thank you very much for submitting your complaint. I fully understand how difficult the whole situation must be for you. I carefully checked the Bonus Terms on the website, and this is what I found:
„ 4. Betting more than €4 (or equivalent) per spin or 10% of the received bonus amount (the smaller of the two) on a slot game
...
6. Using a ‘feature buy’ or Buy Pass function within a game."
It seems that buying in-game features probably caused this situation and the casino evaluated it as breaching of the maximum allowed bet. Could you please forward your game history to kristina.s@casino.guru? If there’s any other relevant communication between you and the casino, please forward it as well.
Additionally, I would like to know which bonus you activated and how much bonus money you received.
Thank you in advance for your reply.
Best regards,
Kristina