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Good afternoon, I hope to be able to include two videos of the situation. Skill on net, as they do two or three times a week (I will provide a screenshot), sends me their promotions. In this case, Casino Royale 500 sent me the following (in the sent screenshots) and I clicked on it leading me to the cashier. I made the deposit, the keyword "Mybonus" appeared, as it does every day, but the 150% promotion was not reflected. I spoke with chat support and left them the video. I know it's long but both parts and the final screenshots are worth seeing. These are complaints and I only hope that users see what these casinos believe when they ask you what you want your money for... it's the last thing I needed to hear. Obviously, they have my money tied up and the complaint is already being processed. And I ask Casino Guru to, if possible, get my money returned without questions as it is my money that was illegally taken with misleading advertising and fraud.

Buenas tardes espero poder incluir dos videos de la situacion. Skill on net como cada dos o tres veces por semana ( aportare captura) me manda sus promociones. En este caso casino royale 500 me envia la siguiente ( en capturas enviadas) y pincho en ella llevandome a el cajero. Hago el deposito , aparece Mybonus en la clave, como cada día, pero no me aparece el 150% reflejado en la promocion. Hablo con el chat y les dejo el video, se que es largo pero merecen la epna las dos partes y las capturas del final que han tenido. Son quejas y solo espero que los usuarios vean que se han creido estos casinos que te preguntan para que quieres tu dinero .... es lo ultimo que me faltaba por leer. Evidentemente el dinero lo tienen retenido y la denuncia ya est´á en tramite. Y a Casino Guru le pido que si es posible haga que me lo devuelvan sin preguntas ya que es mi dinero que se han apropiado de manera ilegal con publicidad engañosa y estafa

Dear golfo94esp,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Have you played any of your deposited funds, or they’re still untouched inside your account? Could you please advise if your account has been successfully verified already?

Furthermore, if there’s any relevant communication, please forward it along with the payment receipt to petronela.k@casino.guru.

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Good afternoon. I sent them an email confirming that the dispute had been resolved, highlighting for my part that I regret having responded to the complaint so quickly, only to transmit the solution to the problem in a few hours. Hoping for your understanding and reiterating my apologies to Casino Guru, I would ask you to close the complaint, promising not to fall into the error of haste again when making a possible future. Thank you so much

Buenas tardes. Les mande un correo confirmando que el contencioso había sido resulto, destacando por mi parte que lamento haber acudido a la queja con tanta celeridad, para en pocas horas transmitir la solución del problema. Esperando su comprensión y reiterando mis disculpas a casino guru les rogaría cerrar la queja , prometiéndoles no volver a caer en el error de la precipitación al realizar una posible futura. Muchas gracias

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, golfo94esp, for your confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Petronela

Casino.Guru