ExtraWin9 Casino - Player’s payout is forfeited due to bonus policy.

They are trying to say that the policy is you can't play a game with a feature which every bloody game has .. now I never bought free spins or a feature I simply won it playing the games .. if playing a game with a feature is the case in makes every game null and void so help me please

Dear Scrub,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with ExtraWin9 casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Do I understand correctly that you participated in the casino's welcome bonus?
• Were there any associated rules with the bonus you were informed about?
• How much have you deposited in order to activate the bonus?

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

Best regards,

Tomas

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Yes casino welcome bonus was taken

Rules were not to buy free spins or feature

Not have multiple accounts

Not claim more than one bonus at time

Make a minimum 1100 to withdraw

Deposited 100 with a 100% match

Dunno y it hasn't sent properly

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Mirka (miroslava.d@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear Scrub,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite ExtraWin9 Casino representative to join this conversation.

Dear ExtraWin9 Casino,

Could you please provide clarification regarding this case?

Thank you in advance,

Mirka

They are claiming that I bought the free spins feature which I never done.... I only increased the multiplier chance of hitting the feature which costs U extra per spin not a garuntee that U will hit feature at all

On the game 9 coins deluxe

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to.

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email.

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Mirka Dubasova