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Did playthrough on 400% bonus requesting withdrawal (which I have successfully withdrew prior) on August 27 2020. Last week I was refused my withdrawal (which I'd deposited and played while it was pending) I play on my phone and was told I was a liability to the risk management. Going back to the date of my withdrawal.. I was called by my host just minutes after live chat with another host (I was making sure I made my playthrough on live chat before withdrawal, which I was told I had not met it) my host assured me I had and then some... By the way the person who emailed me regarding my withdrawal is also that "live chat" host. I am deeply disappointed and feel "think" that particular host was malevolent in nature after they realized I knew they had lied to me. At this point I don't know what to do??

Dear Jason,

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. Do I understand correctly that you have been accused of not completing bonus wagering requirements? Unfortunately, I’m not able to assist you with this case based on current description of events. Please forward your game, cashier and bonus histories to petronela.k@casino.guru along with any relevant communication, as it’s still unclear to me what exactly has happened. Have you received any winnings previously from this casino?

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

Dear Jason,

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 a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.