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Good afternoon! I registered at Canada777 Casino through an email you sent me. I made a deposit of €40, and according to you, I had a 200% welcome bonus, which they claim wasn't credited to my account because I didn't activate it before making the deposit! With a balance of €62, I tried to make a withdrawal, but my balance is now €0. They're canceling the bonus they say I don't have! I've attached screenshots of my chat inquiry.

Buenas tardes! Me he dado de alta en canada777 casino a través de un correo enviado por ustedes! Hice un depósito de 40 e según ellos tenía un bono de bienvenida del 200%, el cual no se me asigno según ellos por no activarlo antes de hacer el ingreso! Con un saldo de 62 e intento hacer una retirada y se me ha quedado el saldo a 0€ sial cancela el bono que me dicen que no tengo! Anexo capturas de consulta en el chat

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Canada777 Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• According to the live chat, there was another bonus activated on your account at the time. Could you please specify the remaining wagering requirements of the bonus that was activated?
• Is the information about the bonus that was activated still available to you on the link the live chat support provided to you?
• Have you requested your bonus to be canceled explicitly or chose this option in the bonus menu?
• Have you contacted the live chat again after your balance was reduced to 0?
• Could you please share with me more of your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

Dear bastias77,

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,
Tomas
Casino.Guru