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I deposited €150 and bought Joker Streak XL Bonus Buy for €150. The bonus games loaded. It's a coin-based game, so I could see that about €7.50 was already in the free games at the start. Then I got an error message saying "insufficient balance," and I can't play the bonus games. Support says everything is fine, but I can't even use the game on the website anymore, and the €150 is simply gone.

Ich habe 150€ eingezahlt und bei Joker Streak XL Bonus Buy für 150€ gekauft, die Bonus Games haben geladen. Es ist ein Coin Spiel ich konnte also sehen das schon ca. 7,50€ in den Free Games zu beginn standen, dann kam eine Fehler meldung „unzureichendes Guthaben" und ich kann die Bonus Games nicht ausspielen. Der Support sagt es wäre alles in Ordnung, dabei kann ich das Spiel auf der Seite garnicht mehr nutzen und die 150€ sind einfach weg.

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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.

Can you see the bonus buy recorded in your transaction history or your game history?

Please send me a screenshot showing that your 150€ transaction was successful. Also, kindly forward me the communication between you and the casino customer support regarding the issue with your funds at 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