Panda Zino Casino - Pelaajan kotiutuspyyntö hylätään.

I have been refused my withdrawal, I deposited £50 got a bonus of £115, I had to wager nearly £7000 before I could withdraw, they are now saying I am not entitled to this I placed my withdrawal after I had wagered, I placed large bets after I had withdrawn the amount I was allowed, my withdrawal could only be between £90 and £4300. I cancelled my first withdrawal as was not sure if it had been done correctly.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. I checked the T&Cs and I found this:

8.11 The casino reserves the right to evaluate players’ gaming to determine whether any irregular gaming patterns are being employed. Irregular play includes, but is not limited to, the following scenarios:

8.11.1 Where a player places a single bet equal to or exceeding 20% of the value of a bonus received before fulfilling the playthrough requirements for that bonus.

Our position is closely explained in Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#max-bets: The max bet rule is, in fact, an industry standard, just as the fact that a casino has the right to seize the player's winnings from bonus play after breaking this rule. We prefer not to go against industry standards by penalizing casinos that use the maximum bet rule against players from time to time. However, if you feel like you have been accused mistakenly, feel free to forward me your game history together with a link to the specific bonus that you redeemed and played. My email address is attila.g@casino.guru.

If there is any other relevant communication between you and the casino, please send it as well.

Thank you in advance for your reply.

Best regards,

Attila

Dear Shweetie,

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.