Rabona Casino - Pelaajan voitot ovat pienentyneet odottamatta.

This evening, while playing with a €5 bonus activated today, I reached a credit of around €1,300. As I continued playing, I think I had around €1,200 (when I think I had met the 40x wagering criteria), I suddenly found myself with a withdrawable real credit of €25. I wonder why? Customer service didn't give me a definitive answer, saying the bonus had expired (impossible because it lasts 10 days and I activated it today). Something doesn't seem right, and I don't see much clarity on the matter... If you could help me understand, I'd be grateful.

Questa sera mentre giocavo con un bonus di 5 euro attivato oggi, sono arrivato ad un credito di circa 1300 euro, continuando a giocare, penso intorno ai 1200 euro (quando penso di aver soddisfatto i criteri di scommessa 40x) mi sono improvvisamente ritrovato con un credito reale prelevabile di 25 euro. Mi chiedo come mai? Il servizio clienti non mi ha dato una riposta esaustiva dicendo che il bonus era scaduto (impossibile perché dura 10 giorni e L ho attivato oggi). C’è qualcosa che non mi torna e vedo poca chiarezza a riguardo… se poteste aiutarmi a capire sarei grato

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.

Dear matteoo,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem regarding the withdrawal of funds from the casino.

To better understand the situation and assist you effectively, could you please provide answers to the following questions:

• Are you able to access the casino and log in to your account?
• Which specific bonus did you play with?? Could you please send a screenshot or any other evidence related to the bonus?
• Can you confirm whether you received any notifications about the bonus expiration or any changes to your account status?
• Can you provide any communication you have had with customer support regarding this issue?

Your cooperation in providing these details will help us investigate and work towards a resolution. If you have any relevant communication, feel free to forward it to petra.h@casino.guru or directly to this thread.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petra

Dear matteoo,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Petra
Casino.Guru