The player from Austria requested a withdrawal. Then his winnings were confiscated because he breached the Bonus T&Cs. We rejected the complaint because the player didn't respond to our messages and questions.
I violated the bonus terms when paying out.
Without sending a warning or anything.
I am not aware of any injury because the bonus sales were used up.
hands off
Dear Miroslav,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please specify which bonus you redeemed?
Have you tried contacting the casino regarding this issue? Please forward any relevant communication between you and the casino to kristina.s@casino.guru.
Thank you very much in advance for your reply.
Best regards,
Kristina