Casino Extreme - Pelaajan voitot kiistetään.

To: Casino Guru,

My problem with Casino Extreme stems from a tournament. The tournament is called the Easter Egg Chase.

I received an email, on May 5th, 2025, from the Promotions Department, stating that "I" had won a $500 Free Chip.

When I went to claim my $500 Chip, it was not there. The casino stated it was a mistake on their part - that I was not to receive the $500 Chip. I believe that I should be granted the Chip due to their negligence in granting me the Chip via email.

Regards,

S. C.

Dear smcnewday,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue you are experiencing. To better understand your situation and assist you effectively, could you please provide answers to the following questions?

• Could you please send me the link to the tournament you participated in, along with the leaderboard showing the prizes and winners?
• Was the tournament free to enter, or did you have to make a deposit to participate?
• Could you kindly forward me the email from the casino stating that the chips were offered to you by mistake? My email address is veronika.f@casino.guru.

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

Best regards,

Veronika

Thank you for the emails.

Could you please specify how many E-eggs you earned during the tournament? If possible, could you also share any screenshots or confirmation showing your final placement or the number of E-eggs you collected?

Dear smcnewday,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.