Magneticslots Casino - Player's winnings are being refused.

Hello,

I made three deposits at this casino. I used a bonus three times, but I canceled the third bonus immediately after the deposit. Afterwards, I placed a bet with real money and won €1620. This casino is now claiming I placed the bet with bonus funds and then canceled the bonus. That's incorrect. I canceled the bonus at 8:06 PM and placed the bet at 9:22 PM. This means it's impossible that it was bonus money, as I canceled the bonus at 8:06 PM and only placed the bet at 9:22 PM. The casino is now refusing to credit my account with the winnings. Please help me; this is a significant amount of money for me.

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Dear Christoph90,

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?
• What types of games did you play while the bonus was active? Did you mainly play one game, or did you switch between multiple games?
• Kindly describe your gaming style in more detail (for example, bet sizes, frequency of play, or any noticeable changes during the bonus play).
• Have you successfully completed the full KYC verification at this casino?

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

Karla M.

Hello Karla, I sent you some emails. Thanks for your help. Regards, Christoph

Dear Christoph90,

Thank you for reaching out to Casino.Guru and for providing the additional evidence.

Unfortunately, based on the screenshots you provided, it appears that the bonus involved in this case was a sports betting bonus. As the dispute regarding your €1,620 winnings is directly connected to the use and cancellation of this sports betting bonus, we are sadly unable to properly assess the case.

Casino.Guru currently does not have the expertise or resources necessary to evaluate disputes involving sports betting, including sports betting bonus conditions and the way bonus and real-money funds are applied to sports bets. Therefore, we are unable to determine whether the casino's decision regarding your winnings was justified.

For this reason, we are unable to proceed with your complaint.

Here are some specialized websites that may be able to assist you:

• https://www.safebettingsites.com/complaints/
• https://www.bookmakersreview.com/sportsbook-complaint/
• https://www.bookmakers.bet/submit-a-complaint/
• https://www.askgamblers.com/submit-complaint

I hope these resources help you resolve the issue. I am sorry that we cannot be of more assistance in this particular case, and thank you for understanding the limits of our support in this area.

Thank you for undestanding,

Karla M.