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Здравейте,

както си играех във въпросното казино след завършване на бонус рудн парите ми изчезнаха от сметката. Казиното обвинява мен, че съм затворила играта преди да приключи бонус рудна, а то не е така.

Прилагам чата

Hello, as I was playing and the money disappeared from my account. Can you check what's going on?

You · 20:27

A Support Agent Polly has joined the chat. When the chat ends, you can rate the Support Agent's assistance

Hello!

Polly · 20:27

You · 20:27

Yes.

Polly · 20:29As I can see you had bonus Banana Town: 10 FS

Polly · 20:30And it is wasted

Polly · 20:30You had active wager

Polly · 20:30But it wasn not completed, here is the sum of turnover 25.45% ($ 38.55 / $ 151.50)

Polly · 20:30The last game I played was Ecuador Gold, I had bonus spins and from there I won 12.64 and after the bonus the money disappeared

You · 20:32

???

You · 20:32

So far I have never had this disappear from my profile

You · 20:32

in this case the scrolls from the previous game I think have nothing to do with it

You · 20:34

OK I see the reason now.

Polly · 20:35Teodora, while the wager is active (as in your case) it is prohibited to leave bonus rounds due to the bonus policy of our casino.

Polly · 20:37That is why this amout was written off.

Polly · 20:37but I haven't left the bonus round

You · 20:38

it's another matter if there was a technical problem and this is now to my detriment

You · 20:39

after the bonus ore finished i pressed continue and even did one spin and the money was no longer in the account

You · 20:39

and what do we do in this case?!

You · 20:41

Next time pay attention that while wageing the bonus you should play all kind of bonus games.

Polly · 20:42but they are played. The game itself has a replay and it shows that I did not leave the bonus round before it ended

You · 20:43

it's even featured in gaming history

You · 20:43

I sent you a picture

You · 20:43

your site crashed at that point and now you're making me guilty because after i got back into the game it said there was a technical problem

You · 20:44

I'm not playing for the first time to leave the game early

You · 20:46

No, I don`t want to make you geel gilty, I just inform you about our Bonus Policy.

Polly · 20:47I am sorry that now you are feeling this way.

Polly · 20:47but I'm telling you that I didn't close the game before the bonus round ended

You · 20:47

how am I not going to feel bad after you try to make me feel guilty about it

You · 20:48

my balance before the bonus round was 0.24. I won 12.64 and after finishing the bonus round the game returned me to its normal mode and the money was not there

You · 20:50

Yes.

Polly · 20:52Teodora, but my answer will be still the same.

Polly · 20:52in that case I close my account and file a report

You · 20:53

because for me I didn't finish the bonus round before it ended

You · 20:53

or show it to me how it's done

You · 20:54

and you can put me in touch with the site director

You · 20:54

prove to me that i crashed the game???!!!!

You · 20:55

after i watched the replay several times and everything is fine

You · 20:55

I can transfer your request to Manager and you can discuss with her the issue.

Polly · 20:58

Прилагам снимка от историята с игрите

Dear dodo833,

Thank you very much for submitting your complaint and forwarding relevant communication. I’m sorry to hear about your problem. Could you please forward any supporting evidence, such as your game history 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

Hello,

I sent you a replay clip of the bonus from the game itself and photos from the story on my profile.

Thank you!

Regards,

Theodora D******

Здравейте,

изпратих Ви клип от повторението на бонуса от самата игра и снимки от историята в моят профил.

Благодаря Ви!

Поздрави,

Теодора Д******

Thank you very much, dodo833, for providing all the necessary information. I will now transfer your complaint to my colleague Matej (matej@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello,

the casino contacted me and refunded me.

Thank you very much for your help!

Здравейте,

от казиното се свързаха с мен и ми възстановиха сумата.

Благодаря Ви много за съдействието!

Dear dodo833,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system.