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The original message to the chat:

"Hi. I have the following, serious problem. Please ask for urgent help. I had a balance of about 580€ with bonus. The wager was still about 1200€. After a hit in Golden Catch I went to the slot Opal Fruit. There I made 3 spins on 0.60€. Quite normal as always. Suddenly I saw that I have only 99 euros in credit. I have the bonus in no case canceled or otherwise done. The bonus was apparently canceled automatically. I can not imagine the reason at all. As already mentioned, I had a credit of 580€. Something like this has never happened until now. I would be very disappointed if the money was now simply gone, since the Wager was also only 1200€. I sincerely hope that they can restore the balance or the bonus. You are welcome to check it, I have only made 3 spins in Opal Fruits, which is also not under the list of banned games. Please help me urgently."

In the conversation I was told after a long time that the bonus was supposedly only valid for 24h. The bonus code was "SPRING". In the general bonus conditions it says that bonuses are valid for 14 days after receipt. I have already played many bonuses at Pino and never was the bonus only valid for 24 hours. I deposited 50€, the rest wager was 1200€. I find the reasoning very questionable. 

Nowhere were the 24h validity marked. In the promotion mail also not. 

Dear MrPuffmuffin,

Thank you very much for submitting your complaint and forwarding the relevant communication. I’m sorry to hear about your problem. Could you please specify if you received the bonus from the casino via email or if you activated it inside your casino account? I would like to check the terms and conditions. If you received it from the casino, please forward the promotional offer to petronela.k@casino.guru. If you activated it inside your casino account, is it still available or visible there?

I understand that it might seem like a lot of inquiries, but all the requested information is essential if we wish to proceed with this case. Thank you very much in advance for your reply.

Best regards,

Petronela

Dear MrPuffmuffin,

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 are unable to carry out any further investigation or provide potential solutions due to the lack of response from the player. As a result, we have closed the case, but the player is free to reopen the complaint at any time.