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To whom this may concern. 

I am owed €411

I withdrew this amount from my account, being told the funds have been confiscated because I topped up my account with a €50 paysafe voucher amd received A €50 bonus. However this is a lie no where on your website does it say I cannot receive a bonus as a new member using a Paysafe voucher to top up in fact it states the exact opposite as u can see copied and pasted below from your website.

It clearly states paysafe under the bonus advert It clearly states paysafe under the bonus advert 

This is theft, fraud and shocking. I would like my winnings transferred into my account asap.

Thanks 

Candy 

Additional comments from the player:

"To whom this may concern.

I am owed €411

I withdrew this amount from my account, being told the funds have been confiscated because I topped up my account with a paysafe voucher. However this is a lie no where on your website does it say I cannot receive a bonus as a new member using a Paysafe voucher to top up in fact it states the exact opposite as u can see copied and pasted below from your website.

It clearly states paysafe under the bonus advert It clearly states paysafe under the bonus advert

This is theft, fraud and shocking. I would like my winnings transferred into my account asap.

Thanks

Candy"

Dear candykeye27,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. We will contact the casino and ask for their cooperation in resolving this issue, but, before we do so, could you please forward your bonus and deposit histories, along with any relevant communication, to petronela.k@casino.guru?

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

Thank you very much, candykeye27, for your reply. Could you please advise if there's any relevant communication that could support our case? I'm looking for an explanation of why your winnings have been cancelled.

Dear candykeye27,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Yes the approval to withdrawal the winnings of €411 was canceled because I was told that we can't deposit from a paysafe voucher but under your terms and conditions it says the opposite

Could you please specify how you were informed why your winnings have been cancelled? Was it during a live chat conversation or by email? Thank you very much.

by email

Please forward that email to petronela.k@casino.guru. Thank you very much in advance.

Dear candykeye27,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Additional comments from the player:

"I see u like nuala more than u like me listen that's ok go f**k her I hope her a*s is a good fit"

I'm not even sure how your last message is connected to this case, however, I have to warn you that this kind of language won’t be tolerated and one more attempt to verbally attack or intimidate any of Casino.Guru professionals will lead to your profile being permanently blocked on our website. We are here to help players and have zero tolerance towards such behavior.

This is the last call for the email from the casino in which you have been informed about your winnings cancellation. Be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Dear candykeye27,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.