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The casino have banned my winning overall after i selected over a bonus package.. In the requirements you can see clearly that nothing says about winover. I made over 5k+ winnings and upon withdrawal i noticed the withdrawal has been rejected but 4k+ missing from wallet.. Checked with live chat he said the 'rollover requirement' is x 2 hence the remaining winning will be banned. All of sudden winover = min/max win statement came out..

Dear Slayer,

Thank you for submitting your complaint and I am sorry for your troubles. I have checked this bonus terms and I could not find any term mentioned about maximum cash out, nor win over cancelation. Do you agree with Casino Guru contacting the casino about this issue? Thank you so much in advance for your reply.

Best regards,

Satrio

Hi Slayer,

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 this complaint.

You may contact the casino regarding this statement. Might expecting same response.. Thanks for your effort.

Dear Slayer,

We have contacted the casino and unfortunately, that their decision is final. We admit that the casino bonus term is very unclear, by using "win amount" on the bonus rollover requirement as a maximum withdrawal. And in this case, they should award your winnings. 

Considering that both parties involved in this dispute did not reach a mutual agreement, Casino. Guru Complaints Team has no other option but to close this complaint as Unresolved, which also will negatively affect the casino ratings.

Slayer, we are so sorry that we could not help much, but we will publish this complaint to warn other players to not have a similar problem in the future. Also, we are hoping the casino care about their online rating by revising their terms and condition or to solve this case in a fair manner.

Best regards,

Satrio-casino.guru

We’ve reopened this complaint as per the casino's request. We would like to give this case one more chance to get resolved and help both involved parties to reach a satisfactory conclusion.

Dear Slayer.

Please, is there any new info about your case? Has the casino tried to reach you in order to resolve it?

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 consider your case got resolved.

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.