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I got 10 free spins because I followed them on social media then I took the winnings from that and played big bass bonanza I spun into a bonus feature. Live chat texted my saying that I cheated and I can’t get my winnings

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Dear player,  

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with SlotNeo Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely:  

• Could you please advise when you received a 10 FS bonus?  
• What were the bonus requirements? Can you please share the screenshot with the bonus description?  
• Have you completed wagering? Were the winnings capped and transferred to your real money balance after the wagering was complete?
• Were you playing Big Bass Bonanza slot with a real money balance?
• Did the casino support clarify what exactly you were accused of?

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

Best regards,

Natalia

I received the spins yesterday and completed the wagering requirements. I spun into a bonus feature in big bass bonanza and the casino took my funds because the system said I was cheating but never explained to me how I was cheating

Dear player, What were the bonus requirements? Can you please share the screenshot with the bonus description?  Have you completed wagering? Were the winnings capped and transferred to your real money balance after the wagering was complete? Were you playing Big Bass Bonanza slot with a real money balance before you got a bonus feature?

Can you please share your Game History? Please forward it to my email natalia.b@casino.guru.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear gamingdj5334,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Natalia