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Hello,

I deposited 50 euros and got a 100 percent bonus. I then played and temporarily had 7000 euros in the account. At 5000 I cashed out. Once 2700 and once 2300 euros. When the 2700 was paid out, the rest were rejected because 270 was deducted. I was told that I have to wager my bet twice, and I have wagered the bet more than 500 times. Now they don't want to give me the money

Hallo,

ich habe 50 Euro eingezahlt und einen 100 Prozent Bonus bekommen. Habe dann gespielt und zweitweise 7000 Euro auf dem Konto gehabt. Bei 5000 habe ich auszahlen lassen. Einmal 2700 und einmal 2300 Euro. Als die 2700 ausgezahlt wurden, wurden der Rest abgelehnt weil 270 abgezogen wurden. Man sagte mir dass ich 2x meinen Einsatz umsetzen muss, dabei habe ich den Einsatz mehr als 500 mal umgesetzt. Jetzt will man mir das Geld nicht geben

Dear flodolski,

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. Could you please advise if you have received the first payment already? Do I understand correctly that €270 has been deducted from the remaining active balance of €2,300? How much is your active balance now, please?

Additionally, please forward any relevant communication between you and the casino. My email address is petronela.k@casino.guru.

Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

Dear flodolski,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond to your complaint in the given time frame, or don’t require any further assistance, we will reject it.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.