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I was told I redeemed too many free spin bonuses and was allowed to cash out unless I deposited first then I’m allow a valid free spin bonus. This isn’t how a good online casino works I’ve played elsewhere and had a hassle free experience. I’m very upset at their commitment to the players

Dear Gvilla3000,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the general terms and conditions, and this is what I found (here):

Players cannot redeem multiple free bonuses consecutively. If you have redeemed one No Deposit Bonus and are subsequently offered another one, a real-money deposit needs to have been made in the interim for you to be eligible to withdrawal the second No Deposit Bonus.

Could you please advise if you have redeemed any free promotional offers from this casino previously? Ideally, forward your cashier and bonus histories to petronela.k@casino.guru.

Please understand that if bonus codes are freely available to players on the casino website or other forums, players are responsible for the redemption of free bonuses.

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

my response to my complaint and also pictures of my transactions and also redeemed coupons have been sent to your email. I hope this helps resolve my complaint and get a positive outcome 

Thank you very much, Gvilla3000, for the forwarded screenshots:

What I understood from those screenshots was that you placed deposits every time only to redeem winnings from free bonuses, is that correct?

yes, that is correct. I wouldn’t understand being denied when the free spin was approved in the first place as noted.

Can you please clarify the sequence of consecutive free bonuses that contributed to your accumulated winnings? Additionally, how many free bonuses were utilized before you made a withdrawal request?

The free bonus that accumulated my winnings that I was trying to withdrawal are from the one I redeemed on may 4th. Any previous free bonus weren’t the general accumulation into the withdrawal

Dear Gvilla3000,

Could you please advise if you received any winnings from your previous free bonuses?

I have received bonus winnings from bonus spins which require play through but not any winning withdrawal If that clarifies it?

Do I understand correctly that you haven't withdrawn any winnings but instead continued playing?

Dear Gvilla3000,

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.

We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.