Casoola Casino - Player faces access issues after bonus activation.

They sent me a bonus to play, I saw I couldn't log in, they informed them and activated it with their own code, I played, the amount of €400 was lost

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please clarify why you were unable to log into your account? Were you receiving any error messages or notifications?
• Have you requested the closure of your account in the past? If so, what was the reason for the closure, and when exactly was the account closed?
• Am I correct in understanding that you lost the bonus funds you received from the casino during regular gameplay and that your current account balance is zero?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika