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I had a R1000 of my own money left, took a bonus afterward, wagered full bonus while stil having R1000 of my own money i made without a bonus. Bonus max cashout is R1400, plus the R1000 i still had left. Now they are refusing to pay my R1000 and says it was part of a bonus i took. It was not. They only paid my bonus winnings of R1400.

Dear veronikab,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise if your initial winnings were accumulated with or without an active bonus? Did you have a pending withdrawal request while activating the bonus offer? Have you activated the bonus yourself, or it has been activated by the casino, please?

Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

Hi. Thank you for your reply. Yes the first initial winnings was without a bonus. I made a R350 deposit, won over R5000, took a bonus, did not wager first bonus so it cancelled by itself after bonus was R0.00 I played my real money down to R1000, then i took another bonus, this time i wagered the bonus while my real money was still on a R1000. I kept checking wager % so i know my R1000 was just there the whole time, so after i got the wager to 0% it became part of my R1000. Max cash out on bonus is R1400, so i cashed out R2400, they are telling me my R1000 was from a bonus, but it was not.

Kind regards

Thank you, veronikab, for your reply. Could you please forward screenshots of your bonus and deposit histories to petronela.k@casino.guru?

Thank you very much, veronikab, 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.  

For future references, I strongly recommend against sharing your login information with third parties.

Thank you very much. Hope you have a great day

Hello veronikab.

I am sorry to hear about your troubles.

In this situation, I need access to your game log to check what exactly happened.

I would like to invite the casino representative into the case:

Could you please send me the veronikab's game log? (matej@casino.guru)

Hello,

We hope this message finds you well!

Thank you for bringing this matter to our attention. After careful investigation, we have found that your winnings were mistakenly attributed to a free bonus due to a system error.

We would like to apologize for any inconvenience this may have created on your end, and we are happy to inform you that we have added back the amount that was voided to your balance. Moving forward, you can place a new withdrawal request for the remaining amount and we will review it as soon as possible.

Should you require any additional help or information, please do not hesitate to contact us, we are available 24/7.

Kind regards,

7Reels

Dear veronikab, could you please confirm that you received the winnings and that we can close the case?

Oh my. I am so so so greatfull for all your help!!! Thank you so so much! I have received it!!!

Dear veronikab,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system.