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Dear Gustavo,

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 accumulated your winnings with or without active bonus? Have you completed the account verification successfully in the past? Could you please advise how long ago you have registered your account? Have you received your refunded deposit?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Hi,

I registered in September and deposited only once and received a welcome bonus. Yes, I won with welcome bonus. My account was verified after the win. My deposit 100 euro was returned

Thanks

Thank you very much, Gustavo, for providing all the necessary information. I will now transfer your complaint to my colleague Nick who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

We will now try to contact the casino to ask them to join here and help you resolve your issue.

We haven't receive any answer from the casino yet. Please note, if we won't get respond within the next 10 days, the complaint will be closed as unresolved which could lead to casino's rating deduction.

We are now closing the complaint as unresolved as the casino did not respond to us within the given time. I'm really sorry we could not help you more. Please do not hesitate to contact us if you will come across any trouble in the future.

Best regards,

Nick

Casino.guru