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Subject: Complaint and request for the full match report – Betting ID 2043337391127

Ladies and Gentlemen

I hereby lodge a complaint regarding a game session in the game Mystic Totems.

On July 12, 2026, I purchased the bonus feature/free spins for €103.00. As far as I know, the purchased free spins were not activated. Nevertheless, the amount was debited from my gaming account.

My game history displays the following data:

Game: Mystic Totems

Betting ID: 2043337391127

Entry fee: €103.00

Payout: €0.00

Multiplier: x0

Date: July 12, 2026

Since I did not receive the free spins, I request that you send me the complete technical game log (Round Log), including:

Start and end of the game round

Proof of bonus purchase

Number of free spins granted

History of all free spins

Technical server data for the relevant round

If no proof can be provided that the purchased free spins were actually used, I demand a refund of the debited amount of €103.00.

Please send me the requested documents promptly and inform me how this process will be reviewed.

Best regards

Kosa89

Betting ID: 2043337391127

Betreff: Beschwerde und Anforderung des vollständigen Spielprotokolls – Wett-ID 2043337391127

Sehr geehrte Damen und Herren,

hiermit lege ich Beschwerde bezüglich einer Spielrunde im Spiel Mystic Totems ein.

Am 12.07.2026 habe ich die Bonusfunktion bzw. Freispiele für 103,00 € gekauft. Nach meiner Wahrnehmung wurden die gekauften Freispiele jedoch nicht durchgeführt. Dennoch wurde der Betrag von meinem Spielkonto abgebucht.

In meiner Spielhistorie werden folgende Daten angezeigt:

Spiel: Mystic Totems

Wett-ID: 2043337391127

Einsatz: 103,00 €

Auszahlung: 0,00 €

Multiplikator: x0

Datum: 12.07.2026

Da ich die Freispiele nicht erhalten habe, bitte ich Sie um die Übersendung des vollständigen technischen Spielprotokolls (Round Log), einschließlich:

Start und Ende der Spielrunde

Nachweis des Bonuskaufs

Anzahl der gewährten Freispiele

Verlauf sämtlicher Freispiele

Technische Serverdaten zur betreffenden Runde

Sollte kein Nachweis erbracht werden können, dass die gekauften Freispiele tatsächlich durchgeführt wurden, fordere ich die Rückerstattung des belasteten Betrags in Höhe von 103,00 €.

Bitte senden Sie mir die angeforderten Unterlagen zeitnah zu und teilen Sie mir mit, wie dieser Vorgang geprüft wird.

Mit freundlichen Grüßen

Kosa89

Wett-ID: 2043337391127

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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.

• Have you contacted the casino customer support through email to request your gaming history in Excel format from the day you purchased the free spins? If so, kindly forward me the communication between you and the casino customer support regarding this issue at veronika.f@casino.guru.
• Can you see a more detailed log of the purchased free spins directly in your casino account?
• Have you experienced any errors or technical glitches while making the bonus purchase?

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

I did receive an email, but nothing in Excel format or anything like that. They didn't submit any game history or anything, and it doesn't show the games where the €103 was spent. It also shows the multipliers and such, but now it says the games weren't even played, even though the money was deducted.

ich habe zwar ne E-Mail bekommen aber nix mit Excel Format und so also die haben gar keine Spiel History und so abgegeben und bei den Spielen da wo die 103 € ausgegeben worden sind. Da steht auch bei den Multiplikatoren und so steht da neu weißt du die Spiele wurden gar nicht ausgeführt, obwohl sie abgezogen worden sind.

Please forward me the emails that you exchanged with the casino customer support regarding the issue with the free spin purchase at veronika.f@casino.guru. Thank you for your time and cooperation.

Dear Kosa89,

Unfortunately, I would like to inform you that since this casino has 50+ cases closed as "No Reaction Policy," we are forced to close your complaint as "unresolved". This will affect the overall rating of the casino. I understand this isn't a satisfactory solution to your issue; however, the decrease in rating caused by unresolved complaints could change the casino's approach.

Regrettably, it seems to be a common practice of Goldbet Casino to ignore us completely in our attempts to mediate any kind of issue. Please check all our previous failed attempts to negotiate. We have sent numerous emails and tried to communicate with live chat representatives as well as with affiliate team members.

Unfortunately, all efforts to resolve any kind of issue have failed as the complaints grew in number. We strictly recommend staying away from Goldbet Casino. I wish I could be of more help. The casino can reopen this complaint anytime.

Best regards

Veronika