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Bought a £60 bonus on Book Of Tut, balance debited as normal.

Won £165.30, and it didn't apply to my balance.

Immediately contacted support who first said there was no issue, I asked them to check my balance before and after, and the advisor confirmed the amount won and confirm ed it was not applied to my account.

Waited 3 days for an investigation to be conducted, and the result was there was no problems.

Immediately back to chat to confirm if someone was having a laugh at my expense.

I pointed them to the problem in my transaction history. Then blocked from the chat, just after I was told that misleading customer support was a breach of terms. Been trying to chat with them since, but cut off every time as soon as they see my question.

On another note, still waiting after multiple days for a withdrawal to process. It just shows as pending and no one seems to do anything more.

Dear jamvanderham862,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Do you have any screenshots or a video recording showing these winnings and that they haven't been credited? Please could you forward me your game history or any supporting evidence? My email address is kristina.s@casino.guru.

Additionally, please, forward me any relevant communication between you and the casino.

Thank you very much in advance for your reply.

Best regards,

Kristina

Thank you for your reply, jamvanderham862. Do I understand correctly that you don't have access to your game history?

I can confirm I have no access anymore to my account at all.

Due to their actions, I lost my temper with their support staff and my account was closed.

Thank you very much jamvanderham862 for your reply. I will now transfer your complaint to my colleague Jozef (jozef.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello jamvanderham862.

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

Since we haven’t received any response from the casino regarding the issue, we are forced to close the complaint as ‘unresolved’. The casino can reopen this complaint anytime.

Dear jamvanderham862.

I am very sorry, but since the casino team is unresponsive, we’re not able to proceed with further investigation. Unfortunately, the casino is an unlicensed operator with a very bad reputation on our site. In the future, I highly recommend you to choose the licensed brand with at least a very good reputation on our site. You may avoid similar problems, but also in case of any problem, the resolution would have a much bigger chance of success.

Please, be aware that this complaint will affect their reputation on our website. Let me know if you have any questions or require further assistance.

Best regards, Jozef

 jozef.k@casino.guru