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I recently opened my account and was given a 500 bonus, which I played and lost. I transferred 200 pesos and received a 200 bonus. I then decided to withdraw 2,000, knowing I would lose the bonus. It's been three days with no resolution to my withdrawal request, which I won using my own money. I'm claiming my winnings. They never said anything while I was playing with my bonus. They saw that I won with 200, and they hacked my device, but I have saved the screenshots.

Hace poco abrí mi cuenta y me dieron 500 de bono , jugue y perdí todo ,transferi 200 pesos y me dieron 200 de bono que tome la decisión de retirar 2000 sabiendo que el bono la perdería llevan 3 días sin dar solución a mi solicitud de retiro, que gane con mi dinero reclamo mis ganancias, nunca dijeron nada cuando jugaba mi bono ,vieron que gane con 200 ,ellos jakearon mi dispositivo pero yo tengo guardado las capturas

Dear PepoN23,

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 cancelled your deposit bonus before completing the bonus wagering?
• Which exact bonus did you redeem when placing your last deposit? Please specify the exact link of the bonus or the promo code.

If there’s any relevant communication, please forward it along with a screenshot of your bonus history 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

,500 welcome (I lost everything)

.first deposit 100% but first you have to finish your account online to be able to have the bonus only by following the terms. I did not lose my capital, there was no need to take the bonus, I decided to withdraw my profits obtained with my deposit of 200 pesos. My profits were earned with my deposit. I sent you the screenshots

.500 de bienvenida ( perdi todo)

.primer deposito 100% pero primerotienes qye terminar tu cuenta a pital para poder disponer del bono solo siguiendo los términos. Yo No perdi mi capital no hubo necesidad de tomarl el bono ,decidí retirar mis ganancias obtenidos con mi deposito de 200 pesos. Mis ganancias fueron ganadas con mi deposito.te mande las capturas

To date no news from the casino

Hasta el día de hoy ningún noticia del casino

They already deposited me

Ya me depositaron

Thank you, PepoN23, for your reply. Do I understand correctly that your problem has been resolved successfully in the meantime? Do I have your permission to close this complaint as resolved or is there anything else we could try to help you with? Looking forward to hearing from you. 

Yes, close it, they already answered me satisfactorily

Si ,cierrelo ya me respondieron satisfactoriamente

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, PepoN23, for your confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Petronela

Casino.Guru