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After adding money to my account and playing for a few days. I hit a streak of bonus spins on a slot machine and ended up getting up to approximately 2200 dollars. The casino put me through an absolutely insane gauntlet to verify my id. After I actually met their ridiculous demands I was ushered to a third party site that itself took a week or so to set up an account. All the while being strung along by customer service being told that it was going through I just had to wait. After about a month I stopped receiving correspondence and they ended up giving me a bs excuse and not only taking my winnings but all of the money I had put in out of pocket as well. So basically they have no problem taking your money just dont like to give it back. Place is an absolute scam and im discusted.

Dear Lucas,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Just to make sure – did all your winnings disappear? Is there any balance left? Do I understand it correctly, that this amount was a result of playing with bonus spins?

Did the casino give you any reason explaining this situation? Please, send me all the relevant communication between you and the casino to my email address kristina.s@casino.guru, or, alternatively you can post a screenshot here. I know it is a lot of questions to answer, but I hope you understand I need more information in order to find out what happened.

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

Best regards,

Kristina

Dear Lucas,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.