Casinoin - Player’s winnings have been confiscated.

They emptied my account of 1700e.. because the time limit of the 111% bonus from yesterday passed and I did not play the limit of 5500e.. I have played more than 7000 since yesterday.. today I made another deposit of 600 euros and with the winnings they stole 1700 from me.. they are thieves.. the casinoin are thieves!! please do something!!!

Dear Chris1982,

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. Have you tried to communicate this issue with the casino? Do I understand correctly that your entire balance has been cancelled due to unfinished bonus wagering? Which exact bonus have you redeemed, please?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

I hope, we will be able to help you resolving this case as soon as possible.

Best regards,

Petronela

Additional comments from the player:

"Good morning..I got a bonus on Saturday 111% with my deposit of 220e...I played over 5500 in spins..and the next day I deposited my own but 500 and turned over 3000 and in total I had 1700 in the end after winning in gem bonanza..after my win they zeroed out my account because the time frame of the bonus passed and I didn't make a spin..completely absurd and a lie...they robbed me..please help me"

Thank you, Chris1982, for your reply. Could you please forward screenshots of your cashier and bonus histories? Is your game history available for a download, please?

Dear Chris1982,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond to your complaint in the given time frame, or don’t require any further assistance, we will reject it.

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 further investigation or suggest possible solutions.

The player can reopen this complaint anytime.