Demo Casino - Player is struggling to withdraw her bonus winnings.

Hello I would like your help to help me discover this casino really exists 🇧🇷 🇧🇷

Dear tifanypan,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Unfortunately, I’m not able to assist you with this case based on the current description of events and I will need definitely more information than pictures. Could you please elaborate?

Also, please clarify what the disputed amount stands for.

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Hi, so I would just like to know if the casino is really active and existing, that's all. I don't have any information about them, but I don't expect any information about them. I'd just like a positive sign to be able to invest in it to play.

I already tried contacting support without response E-mail from Hotmail support says that delivery was invalid... then as I follow Casino Guro I researched about them I did not find them.. then I decided to contact you before depositing funds I need to know about the existence of this casino .. About the approved values, I don't even expect lol I just need a green light to know if the casino is 100% legal to really invest in them, thanks for your attention

Good afternoon, I registered at the house and when I registered I received a bonus of 1000usd with this bonus I was able to earn this amount! I made the withdrawals after sending all my bank details but I still didn't receive any of the deposits I made, although they mark it as successful!!!! I would like to know if they pay correctly and they just didn't pay for being a bonus!!!! If the casino is really legal and if I can invest a value without fear of being cheated!!!!!

Dear tifanypan,

The casino is marked in our system as "under maintenance", which means that players are unable to place any deposits. Have you succeeded in depositing any funds into this casino?

Hi, let's go, I tried to make a deposit and the result as pending did not work .... however, the withdrawals are marked as approved, I receive an email as it was successful, but without a response from the support

Hello, I came here to say something I found out inside the casino they do not accept high amounts for withdrawal of usd I made a withdrawal request for low amounts of usd if it falls into the account really then I come back I come to talk to you again about this casino New .. honestly never heard of it of this house ... look, I have many online casino houses this edition being a totally different experience .. let's wait to see what you expect from it .. thank you for all your attention and affection for my case ...

Does it mean that you accumulated all those winnings without placing any real money deposit?

That's right, I accumulated all these earnings without making a deposit

They gave a bonus of 1000 usd if you transfer the bonus winnings they transfer it to the real value but there was no return... I tried to deposit but I couldn't make it I'm waiting for some response from them to really try to play for real .. I see other players in the house making deposits and withdrawing I can not do

I understand now. I have created an account too to see if there are any bonus rules that would suggest any maximum withdrawal from free bonuses, unfortunately, I haven't found anything. I received the same free bonus of $1,000 but I'm unable to check any rules that would be related to this or any other promotional offer.

Please bear in mind, that the majority of free bonuses come with the maximum amount that would be available at the cashout. Have ou received any bonus terms and conditions via email, please?

No! The only rule I found is that I would have to convert the bonus amount into winnings, so that they would be transformed into a real balance!!! Other than that there are no rules or conditions!!! And referring to the withdrawals that are from 100 to 1000 usd at the most, but even so none of the transactions that I performed I was able to receive!!!!

Thank you very much, tifanypan, for providing all the necessary information. I will now transfer your complaint to my colleague Matej (matej@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello tifanypan,

I am sorry to hear about your troubles.

I would like to invite the casino representative into the case to explain what happened; however, this casino is new on our website, and it might take a while till we establish contact with him/her.

Please be patient. I will keep you informed.

Thanks all of you... looking forward to more great news...see you soon

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 am extending the timer one more time because of the holidays. It is harder to get a response during holidays.

Hi, good afternoon, let's wait longer, I believe we will not have an answer, but in advance, thank you very much for your attention

I am afraid that the casino is not willing to communicate. I will keep the complaint open till 10.1 because some people have vacations till 9.1. but after that, I am afraid we will need to close the complaint as unresolved after that time.

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,