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Dear JUGO23,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. I have checked bonus policy, and this is what I found:

"2.16. Maximum Withdrawal for Free Spins: The maximum withdrawal amount when using Free Spins is x20 of the deposit amount, unless otherwise specified in the promotion terms.

2.17. Maximum Withdrawal for Double Bonus: The maximum withdrawal amount when using the double bonus (cash bonus + free spins) is x20 of the deposit amount, unless otherwise specified in the promotion terms. This specific restriction does not apply to No Wager bonus offers, which have their own specific withdrawal limits.

2.18. If the maximal winnings sum is mentioned in the promotion terms, you can make a withdrawal within this sum. The rest of the winnings will be annulled."

1.3. Maximum winning from a Birthday bonus must not exceed x5.

2.18. If the maximal winnings sum is mentioned in the promotion terms, you can make a withdrawal within this sum. The rest of the winnings will be annulled.

I would like to emphasize that, according to our Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#win-limits, we consider an imposed win limit to be unfair and predatory only when applied to a real money game. However, we accept bonus T&Cs that restrict the maximum cash out from bonus play.

If there is any additional information that would support your case, please do not hesitate to contact us, otherwise I will be forced to reject your complaint. Thank you for your understanding.

Best regards

Petra

I took advantage of this bonus!

diesen bonus habe ich genuzt !

Thank you for your reply and for providing the previous details, JUGO23.

• Could you please confirm whether you were informed about any maximum cashout limits or conditions linked to the promotion before you started playing?
• Additionally, could you provide a copy of the email or a screenshot of the promotion page for the "30% Bonus + 70 Free Spins"? This promotion currently appears to be inaccessible on our end.
• Do you have any screenshots or documentation that could help support your claim?
• Have you received any communication from the casino explaining the reason for the confiscation of your winnings?

You can send all relevant documents to: petra.h@casino.guru or upload your screenshots directly to the thread.

Thank you again for your cooperation.

Dear JUGO23,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Petra
Casino.Guru