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The casino claims that I have activated a promotion at 14:34. I logged in last night and this evening, today (25.06.2021) at about 14:34 I NEVER CONNECTED AND I HAVE NOT ACTIVATED ANY PROMOTION. Due to this phantom promotion (which I have not activated) they took away my balance of 404 euros and I find myself with 59 euros.

Just to specify when I signed up, I didn't even ask for the welcome bonus. I have not activated any promotion and when I asked to perform something on it they did not send me anything. I have sent the entire chronology of the day since the night of 24.06 and it shows that I have not logged in and so many at 14:34.

Il casino afferma che io alle ore 14:34 ho attivato una promozione. Io mi sono collegato ieri notte e questa sera, oggi (25.06.2021) alle 14:34 circa NON MI SONO MAI COLLEGATO E NON HO ATTIVATO ALCUNA PROMOZIONE. A causa di questa fantomatica promozione (che io non ho attivato) mi hanno tolto il saldo di 404 euro e mi ritrovo con 59 euro.

Tanto per specificare quando mi sono iscritto io non ho nemmeno richiesto il bonus di benvenuto. Non ho attivato alcuna promozione e quando ho chiesto di esibirmi qualcosa sulla stessa non mi hanno inviato nulla. Io ho inviato l'intera cronologia della giornata dalla notte del 24.06 e si vede che non mi sono fai collegato e tantemo alle 14:34.

Dear marcellognan,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. What was the exact reason to confiscate your winnings? Do I understand correctly that the acceptance of the promotional offer caused your previous winnings to disappear?

If there’s any communication between you and the casino, please forward it to petronela.k@casino.guru.

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

Thank you, marcellognan, for the forwarded email. Is there any communication from the casino that you could send me as well?

Dear marcellognan,

We were informed by the casino that the issue has been resolved. Could you please confirm that the incorrectly deducted amount has been credited back to your account and, on top of resolving the problem, a bonus has been issued as well? Thank you very much in advance for your confirmation.

Dear marcellognan,

We are extending the timer by 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it. Looking forward to hearing from you.

Even if we assumed that the issue has been resolved, without a confirmation from the player, we were forced to reject this complaint.

The player can reopen this complaint anytime.