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I have mistakenly deleted a bonus worth 5000 yen.

I am fully aware that it was my fault for deleting it, but is there any way I can recover it?

When I consulted the casino via live chat, they told me it wasn't possible.

I kindly request your help.

ボーナスを5000円分間違えて削除してしまいました。

削除してしまった自分が悪いことは重々承知しているのですが、どうにか取り戻す事はできないものでしょうか？

ライブチャットでカジノ側に相談したら出来ないといわれました。

何卒宜しくお願い致します。

Dear daidaiyama,

Thank you very much for submitting your complaint.

I'm sorry to hear about the situation regarding the deletion of your bonus worth 5,000 yen. To better understand the circumstances and assist you effectively, could you please provide us with some additional details?

• When did you mistakenly delete the bonus?
• Do you have any screenshots or records of the bonus before it was deleted?
• Have you communicated with the casino through any other channels besides live chat, such as email?
• Was your bonus wagering completed when you accidentally canceled your bonus?
• What does the disputed amount represent?

Additionally, if you have any relevant communication with the casino that you'd like us to review, please feel free to forward it 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

I accidentally deleted the bonus yesterday.

The screenshots are the only information we have.

Wagering of the bonus is not complete.

The amount is approximately 50,000 yen.

The breakdown is as follows: Bonus 2,996 yen

The other winnings were about 47,000 yen.

ボーナスを誤って削除してしまったのは、昨日です。

スクリーンショットは、これぐらいしか情報がありません。

ボーナスの賭けは、完了していません。

金額は、約50000円。

内訳は、ボーナス　2996円

　　　　他勝利していた分が約47000円です。

The bonus wasn't deleted, I accidentally deleted it myself.

ボーナスを削除されたのではなく間違えて自分で削除してしまったです。

I want to get back the bonus that I deleted.

削除してしまったボーナスを取り戻したいです。

The bonus amount is approximately 50,000 yen.

ボーナス額は、約50000円です。

Hi daidaiyama,

• Could you kindly clarify if there was any prior warning indicating that by canceling your unwagered bonus, you would forfeit all accumulated winnings?
• Am I correct in understanding that only 13% of the wagering requirements were fulfilled?
• What was the exact amount of your active balance at the time of the cancellation?

Thank you.

*There was a warning. I pressed the wrong button myself. The delete or don't delete button was written in English, so I pressed the wrong button.

* Wagering requirement is 13%.

*I don't remember the exact amount of the remaining balance at the time of cancellation. It was about 50,000 yen.

I think it was 49,700 yen.

I kindly thank you.

＊警告は、ありました。自分自身で押し間違えてしまいました。削除か削除しないかのボタンが英語表記であったので押し間違えてしまいました。

＊賭け条件の13%です。

＊解約時の有効残高は、正確には覚えていません。約50000円でした。

49700円だったような気がします。

何卒宜しくお願い致します。

Hi daidaiyama,

I regret to inform you that if there was a warning indicating that canceling a bonus before completing the wagering requirements would result in the forfeiture of your winnings, and you proceeded with cancellation regardless, we are unable to provide assistance.

Furthermore, I am more concerned with the amount of your winnings at the time you accidentally pressed the cancel button, rather than the remaining bonus wagering.

Thank you.

Dear daidaiyama,

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.