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During my last game, a non-sticky bonus was activated. I carefully recalculated the gameplay myself and found that my balance never fell below my initial deposit. Nevertheless, the winnings were credited to the bonus balance, while the losses were deducted from my real money account.

As a result, I now have no real money left to withdraw. Live support hasn't been able to help me so far.

bei meinem letzten Spiel wurde ein Non-Sticky Bonus aktiviert. Ich habe den Spielverlauf selbst genau nachgerechnet und festgestellt, dass ich zu keinem Zeitpunkt unter meinen ursprünglichen Einzahlungsbetrag gefallen bin. Dennoch wurden die Gewinne auf das Bonusguthaben angerechnet, während die Verluste von meinem Echtgeldkonto abgezogen wurden.

Dadurch habe ich jetzt kein Echtgeld mehr, das ich auszahlen könnte. Der Live-Support konnte mir bisher nicht helfen,

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Hello,

Thank you very much for submitting this complaint. I’m sorry to hear about the problem you’re experiencing. Please allow me to ask you a few questions to clarify your situation:

1. Could you please send me a link or a screenshot of the bonus you activated and played with?
2. Has your bonus balance and real money balance been shown separately, or were they combined as one balance since you activated the bonus?
3. Have you cancelled the bonus before meeting the wagering requirements, or is the bonus still active in your account?
4. Have you contacted customer support to ask about your winnings being credited to bonus money while losses were deducted from your real money balance?

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

1. That was the bonus code for 200% (non-sticky).

The bonus balance and the real money balance weren't displayed separately in the games, but rather combined. However, I only discovered this separation in the settings. I cancelled the bonus after a big win because I never usually dropped below my deposit amount. Customer support accused me of being a fraudster, so yes, I tried it.

1.Das war der Bonus Code für 200% Non sticky

Das Bonusguthaben und das echtgeldguthaben wurden in Spielen nicht getrennt angezeigt sondern zusammen gerechnet aber in den Einstellungen konnte man das getrennt sehen was ich aber erst im Nachhinein gesehen habe. Den Bonus habe ich storniert nachdem ich ein fetten Gewinn hatte weil ich nie unter meinen Einzahlungsbetrag gefallen bin normalerweise. Der Kundensupport meinte das ich ein Betrüger bin also ja ich habe es versucht.

Please request the casino to send you your gaming history in Excel format, starting from the moment you deposited and activated the bonus up to the moment you cancelled it. Once you receive it, kindly forward it to me at veronika.f@casino.guru.

Have you received any pop-up notifications or other warnings informing you that by cancelling the bonus before completing the wagering requirements, your entire balance would be forfeited?

Dear sxmvsn,

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,
Veronika
Casino.Guru