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I registered on the site using a registration code and received the free spins. After using them, I started meeting the wagering requirements to fulfill the Rollover. However, when I was 94% of the way through completing it, it wouldn't let me use any more bonus money (An error message said "insufficient balance"). This was strange given that I had over €200 in bonus balance. I contacted support via chat (sensing the issue already) and was told that the bonus was incorrectly credited due to a configuration error. I responded, pointing out that this wasn't my fault and I had met all the necessary requirements to fill the bonus bar. I had always bet €0.20 until I had reached 94% completion. What they did then was withdraw the bonus balance and reset it. I deem this unacceptable, given the hours I had spent adhering to the rules to meet the Rollover goal. I have recorded all my actions through screenshots and video. I thank you for your cooperation. I did not reactivate the bonus because I feel that I was deceived and it is not my responsibility to correct the error. Note: Above, I listed the amount I had when I reached 94% of the Rollover, I only aim to get the €50, which was the maximum withdrawal with the bonus winnings - a goal I was 6% short of reaching which they did not permit.

Inscrevi-me no site através do código de registro e recebi as rodadas grátis e quando as mesmas terminaram comecei a cumprir os requisitos de aposta para cumprir Rollover. Acontece que quando estava nos 94% de completar o mesmo não me deixou usar mais o dinheiro d bônus (Aparecia uma mensagem de erro " não tem saldo suficiente) Estranhei visto ter mais de 200€ de saldo de bônus. Contactei o suporte através de chat (parece que já sabia o que aí vinha) e disseram me que o bônus foi mal creditado que houve um erro na configuração do mesmo. Ao que eu respondi que isso não era culpa minha e eu cumpri todos os requisitos exigidos para completar a barra do bônus. Jogadas que fiz sempre a 0.20€ até conseguir chegar aos 94%. O que fizeram agora foi retirar o saldo de bônus e reiniciar o mesmo (Reset). E eu acho inaceitável visto ter gasto horas e horas sempre seguindo as regras para cumprir a meta do rollover. Eu registei todas as minhas ações através de print e vídeo. Agradeço a vossa colaboração. Não ativei novamente o bônus visto sentir que fui enganado e não é da minha responsabilidade o erro. Nota: Acima coloquei o valor com que fiquei até chega aos 94% de rollover , apenas pretendo os 50€ que era o máximo de levantamento com os ganhos de bonus o que não deixaram cumprir os 6% restantes que faltavam.

Dear Caipi2024,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with LOOT.BET Casino.

I checked the terms and conditions of the website and found this:

11.1. In the event of an error or malfunction of our system or processes, all bets are rendered void. You are under an obligation to inform us immediately as soon as you become aware of any error with the Service. In the event of communication or system errors or bugs or viruses occurring in connection with the Service and/or payments made to you as a result of a defect or error in the Service, we will not be liable to you or to any third party for any direct or indirect costs, expenses, losses or claims arising or resulting from such errors, and we reserve the right to void all games/bets in question and take any other action to correct such errors.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Do I understand correctly the casino reissued a no-deposit registration free spins for you?
• Have you made any deposits to the casino already? Is your casino account verified?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.

Hello Tomas. Thank you in advance for your response and attention. Answering your questions. I verified the account at the beginning after registering and only then activated the code provided here by casinoguru. However, free spins were credited and these same completed spins gave a total of approximately €30 which I then played with this bonus balance until 94% of the requirements were met. When there was only 6% left, I stopped being able to play because a code appeared saying that I didn't have "enough balance", which didn't make sense since there was an indication in the profile that I still had around €240 and that was it. So I contacted chat (support) and they immediately said that the bonus had been incorrectly credited to me. And what they did was do a reset (It's there to activate and start over) this after playing for more than 9 hours. I did not make any deposit, I met all the requirements indicated to complete the bonus and therefore I did not activate this bonus again as I believe it will not let me complete the Rollover. Any questions that might help? In the meantime, I have already filed a complaint here on the guru's website and I have prints and everything recorded that I sent as an attachment.

Olá Tomas. Desde já agradeço a sua resposta e atenção. Respondendo às suas questões. Eu verifiquei a conta logo no inicio apos efetuar o registo e somente depois ativei o código fornecido por aqui casinoguru. No entanto foram creditadas rodadas grátis e nessas mesmas rodadas completadas deu um total aproximado de 30€ que de seguida joguei esse saldo de bonus até aos 94% de cumprimento dos requisitos. Quando faltavam apenas 6% deixei de conseguir jogar pois aparecia um código a dizer que não tinha "saldo suficiente" o que não fazia sentido visto ter indicação no perfil que ainda tinha cerca de 240€ e ficou por aí. Então contactei o chat (suporte) e disseram de imediato que o bonus me tinha sido mal creditado. E o que fizeram foi fazer um reset ( Está lá para ativar e recomeçar) isto depois de estar mais de 9h a jogar. Não fiz nenhum depósito cumpri todos os requisitos indicados para completar o bonus e por consequência não ativei este bonus novamente pois acredito que não me deixe completar o Rollover. Alguma questão que possa ajudar? Entretanto já fiz aqui a reclamação no site da guru e tenho prints e tudo registado que enviei em anexo.

How much longer do I have to wait to see the situation resolved? I no longer believe in recommended bonuses. Please indicate the status of my complaint? Thanks

Quanto tempo mais tenho de esperar para ver a situação resolvida? Já não acredito em bonus recomendados. Queiram por favor indicar o estado da minha reclamação? Obrigado

I apologize for the delayed response.

Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

Dear Caipi2024,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.