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Hello, something seems to have gone wrong with my transaction history.

My account balance was over 112€, then I won 30

cents, then it mentioned something about a 25€ bonus and suddenly my account balance

is at about 24 €???????Something doesn't seem right. I, as you can see, placed a bet of 50 cents. The casino isn't reachable via live chat and emails aren't being answered. I immediately took photos of the transaction history when I noticed the 25€ bonus that supposedly had been unlocked. The next day, this is no longer listed in the history (as you can see in the photos). By now, I'm not even shown any more for that day!All very strange.

Guten Tag, also irgendwie ist was im Transaktionsverlauf schief

gelaufen. Mein Kontostand war bei über 112€,dann gewinne ich 30

Cent,dann steht da was von 25€ Bonus und plötzlich ist mein Kontostand

bei 24 € oder so???????Da stimmt doch was nicht, ich habe wie

man sieht 50 Cent als Einsatz gesetzt.Das Casino ist nicht per live Chat erreichbar und E-Mails werden nicht beantwortet.Ich hatte direkt Fotos vom Transaktionsverlauf gemacht,da sind mir die 25€ Bonus aufgefallen die angeblich freigesetzt wurden. Am nächsten Tag ist dieser im Verlauf nicht mehr aufgelistet (sieht man auf den Fotos).Mittlerweile bekomme ich gar keinen mehr Angezeigt für diesen Tag!Alles sehr seltsam.

Dear tinalegill1,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue you encountered with your transaction history at the casino.

To assist you better, could you please provide more details about the sequence of events leading to the discrepancy in your account balance?

• Specifically, we would like to know if there were any notifications or messages displayed regarding the 25€ bonus that was applied to your account.
• Were your initial winnings of €112 accumulated with or without an active bonus?
• Additionally, if you have photos of your transaction history and any communication attempts with the casino's live chat or email support, please consider forwarding them to petronela.k@casino.guru for our review.

Your cooperation in providing these details will help us investigate and work towards a resolution.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Hello, I suddenly had an error message (but there was no error code or anything like that) and I was kicked out of the game. When I reloaded the game the account balance was incorrect. I didn't receive any notification about a bonus and played without a bonus (i.e. real money). I sent screenshots to the email address mentioned above.

Guten Tag, also ich hatte plötzlich eine Fehlermeldung (da Stand aber kein Fehlercode oder ähnliches)und ich bin aus dem Spiel geflogen. Als ich das Spiel wieder geladen hatte war der Kontostand falsch. Ich habe keine Anzeige über einen Bonus bekommen und habe ohne Bonus gespielt (also Echtgeld).Screenshots habe ich an die oben genannte Email Adresse geschickt.

Hi tinalegill1,

• Have you tried communicating this issue with the casino directly? If yes, please forward also any relevant communication.

Thank you.

Hello, I have 2 emails and no answer. Live chat was not possible. The message kept coming that the chat couldn't be reached.

Guten Tag, das habe ich.2 Emails und keine Antwort. Live Chat war nicht möglich. Da kam ständig die Meldung das der Chat nicht erreichbar wäre.

That was the message when I switched to live chat.

Das war die Meldung wenn ich zum Live-Chat gewechselt bin.

Thank you very much, tinalegill1, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hi tinalegill1,

I have reviewed your case and understand the situation. Allow me to reach out to the casino and make every effort to assist you. I would like to invite 7Signs Casino to join the conversation and contribute to the resolution of this complaint.

Good morning, the casino has contacted you. Everything is now clarified. Thank you!

Guten Morgen, das Casino hat sich gemeldet. Ist jetzt alles geklärt. Vielen Dank!

Dear tinalegill1,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Peter