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My problem is that I met the wagering requirement to unlock the bonus, and it turns out there was one specific game that didn't count any of my winnings but still deducted the money from my balance. When I contacted support, they said I might have played it in demo mode, but I sent them my game history, which clearly showed that it was deducting every spin, so it wasn't a demo. They said they would pass it on to their manager and get back to me by email, but that never happened, and now when I write to them, I don't get a response. The bonus has even disappeared from my profile and is now expired.

If they tell me about the missing slot, then I can either withdraw or continue playing.

Mi problema es que realice el requisito de apuesta para que me liberaran el bono y resulta que hubo un juego en específico que no me contó nada de mis ganancias pero si me descontaba el dinero de mi balance. Al ponerme en contacto con soporte me decían que quizá lo había jugado en modo DEMO pero les envié el historial de mis juegos donde se veía claramente como si estaban descontando cada giro por lo cual no era DEMO. Me dijeron que se lo pasarían a su gerente y que se comunicarían por medio de correo pero nunca paso eso y ahora cuando les escribo ya no obtengo respuesta y de mi perfil ya hasta desapareció el bono activo y está finalizado.

Si me cuentan lo del slot que falta ya podría retirar o seguir jugando

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Dear LuiszAnttonio,

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.

• Do I understand correctly that you only experienced this once with one specific game?
• Do you happen to have a video recording or screenshots showing winnings that haven't been credited?
• Also, do I understand correctly that all your bets have been recorded in your game history, but without any winnings?

Thank you very much in advance for your reply.

Best regards,

Kristina

It was in the game "Sun Of Egypt 5" where my game history shows the shots and winnings, but these didn't appear in my progress towards unlocking the $143.5 bonus, which never advanced. With what I earned in this game, I would have met the requirement.

I asked if they could tell me how much I had earned in my account and they told me $387, so with the bonus already paid out I had profits.

Fue en el juego "Sun Of Egypt 5" donde en mi historial de juegos si se ven los tiros y las ganancias pero estás no se vieron en mi progreso para liberar el bono que nunca avanzó de $143.5, que con lo que genere en este juego hubiera cumplido el requisito

Pedí que si me podían decir que cantidad había ganado en mi cuenta y me dijeron que $387 entonces ya con el bono cumplido tenía ganancias

Thank you very much for your reply, LuiszAnttonio. Could you please forward all relevant correspondence between you and the casino to kristina.s@casino.guru? If it’s more convenient, you may also post screenshots here. I understand this may take time, so I appreciate your assistance.

I already sent the email

Ya envié el correo

Hello LuiszAnttonio,

We would like to update you that due to Kristina, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Kristina has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Kristina will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you for your email. I checked the Bonus T&Cs, and I found out that Sun Of Egypt 5 is an excluded game. While you can play excluded games according to the casino's bonus terms, they do not count towards wagering requirements. I understand that this situation is frustrating, but unfortunately, we are unable to assist you further in this case.

I can only recommend that you always check the bonus T&Cs before you activate any bonuses in the future to avoid similar misunderstandings.

Due to the aforementioned reasons, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern or a new issue that needs to be looked into, our team is here and ready to support you.