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I have made several deposits and my last one was 500 euros. On my second deposit, I received a deposit bonus of 60 euros, which I traded with 1800 euros. I managed to win 36500 euros and am verified and everything is ready for withdrawal. Then I get an email that the winnings are from this 60 euro bonus and that I can't withdraw them, of which they give me 5000 euro as consolation and then they take the remaining 31500 euro from me so they disappear! I have screenshots of this as well as emails and all transactions and a picture of the bonus being traded and completed. Please help me!

Jag har gjort flera insättningar och min sista var på 500 euro. På min andra insättning fick jag insättningsbonus på 60 euro den omsatte jag med 1800 euro. Jag lyckades vinna 36500 euro och är verifierad och allt är klar för uttag. Då får jag ett mail att vinsterna är från dessa 60 euro bonus och att jag inte får ta ut dom varav dom ger mig 5000 euro som tröst och sedan tar dom resterande 31500 euro av mig så dom försvinner! Jag har screenshots på detta samt mail och alla transaktioner och bild på att bonusen är omsatt och avslutad. Snälla hjälp mig!

Dear Becke123,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I checked the Bonus Terms and I found this:

"The maximum amount that can be withdrawn of winnings gained from wagering bonuses accounts to €2,000 (or currency equivalent)."

Sadly, there is not much I can do to support your case at this time, especially when the casino shares all the relevant information on the website. Casinos try to design their bonuses to be as attractive as possible, and I understand your frustration, but the casino can set the maximum cashout limit for bonuses.

Please do not hesitate to contact me if there is anything else, I could do for you in this matter, or if I have overlooked something, otherwise, I will be forced to close your complaint.

Thank you for your understanding.

Best regards,

Kristina

It is the case that the winnings are not from this bonus money. The bonus was already redeemed and I had also deposited 500 euros after to be able to continue playing when I won. But it is obvious that they claim that it is from these 60 euros that the profits come because they then do not have to pay out any profits.

Det är nämligen så att vinsterna ej är från dessa bonuspengar. Bonusen var redan omsatt och jag hade dessutom satt in 500 euro efter för att kunna fortsätta spela då jag vann. Men det är ju självklart att dom påstår att det är från dessa 60 euro vinsterna kommer för att dom då slipper betala ut någon vinst.

Thank you very much for your reply, Becke123. Could you please advise how much money you accumulated with this bonus (how much money was in your account after you finished the wagering requirements)?

Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

Dear Becke123,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.