HighMate88 Casino - Player’s withdrawal is delayed due to game eligibility issue.

I deposited money and claimed a jili bonus, the only game i played was a jili game and my withdrawal was denied due to it not being a jili slot, yet the provider of the game i played was jili, and you could not select any other machines if they werent bonus elegible, but this machine could still be selected

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Hello,

Thank you very much for submitting this complaint. I’m sorry to hear about the issue you’re experiencing. To better understand your situation, please allow me to ask you a few questions:

• Could you please send me a link or a screenshot of the bonus you activated and played with?
• Could you please send a screenshot of the bonus terms showing that only Jili games were eligible, if you have it?
• Did the casino explain why that particular game was considered ineligible for this bonus?
• Could you also confirm whether the casino confiscated your winnings, or are the funds still in your account?

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

Attila

I cant get any of the above screenshots now as the offer has been completely removed from my profile. The only explanation i received was it was for "slots" only, the casino took my winnings and forfeited them

Dear krystieeeexo, thank you for your response.

In order for me to properly asses the issue, could you please share your game history? I suggest requesting the complete game history directly from the casino in Excel format. The game history should cover the whole of the relevant period: from the moment of the activation of the bonus, until the confiscation of the winnings.

You can forward it to my email at attila.g@casino.guru.

Thank you in advance for your reply.

Dear krystieeeexo,

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

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Attila
Casino.Guru