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I want my money and they say I broke the rules

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.

Could you please specify which rules you allegedly broke? Please forward me the email you received from the casino after they confiscated your winnings at veronika.f@casino.guru, or post screenshots here.

Have you passed the full KYC verification?

Did you accumulate your winnings with or without a bonus?

Have you made any successful withdrawals from this casino before?

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

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If anything seems suspicious, please contact us directly. Stay safe.

Good morning

they said that I broke the rule 7.16 that said don’t play over 2 euro bet that I don’t because the game that they said goes 2 and then 5 euro bet that I never played. I asked to have me the files that shows what I’ve done and then they blocked my account with my deposit inside

Thank you for your reply.

Could you please send me a link or a screenshot of the bonus you activated and played with?

Are you aware of placing a bet above the allowed limit of 2€ while your bonus was active? Please keep in mind that bonus buy features also count toward the bet amount.

Dear Mzoimiliara,

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.

No, I didn't play more than 2 euros anywhere. I didn't break any rules and they didn't send me any proof to show me. They blocked everything and I can't get back into my account.

Οχι δεν έπαιξα πάνω από 2 ευρώ πουθενά . Δεν παραβίασα κανένα κανόνα και δεν μου στέλνουν κ τα αποδεικτικά να μου το δείξουν . Μου μπλόκαραν τα πάντα και δεν μπορώ να ξανά μπω στον λογαριασμο μου

Please request that the casino send you your gaming history in Excel format from the moment you activated the bonus up to the moment you submitted a withdrawal request, and then forward the document to me at veronika.f@casino.guru. Thank you for your cooperation.

Dear Mzoimiliara,

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.