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Hi. I won about €3 from 50 free spins. The wagering requirements were met, and I was notified that the bonus money had been converted to real money. I played a bit and later bought free spins for €60 on the game "Who Wants to Be a Millionaire" (Big Time Gaming). I won about €180 from these free spins. However, they only appeared in my balance for a very short time before disappearing again. Now I'm wondering why the money is simply gone. I couldn't get any help in the chat, and I'm still waiting for the message I was supposed to receive from support. Emails are also not being responded to. Attached is the screenshot with the said free spins and a history showing that no money was credited to me after purchasing the free spins.

Hi. Habe aus 50 freespins ca 3 euro gewonnen. Die unsatzbedingungen wurden erfüllt und es wurde mir angezeigt das das Bonusgeld zu Echtgeld wurde. Ich habe ein bisschen gespielt und später bei dem spiel who wants to be a millionaire freispiele für 60 euro gekauft. ( big time gaming). Aus diesen Freispielen habe ich ca 180 euro gewonnen. Jedoch wurden diese nur ganz kurz in meinem Guthaben angezeigt bevor sie wieder verschwunden waren. Jetzt frage ich mich wieso das Geld einfach weg ist. Im chat konnte mir nicht weitergeholfen werden und die Nachricht die angeblich vom Support bekommen sollte warte ich noch heute. Auf emails wird ebenfalls nicht reagiert. Anbei der screenshot mit besagten Freispielen und einem Verlauf aus dem ersichtlich wird, dass mir kein Geld nach kaufen der Freispiele gutgeschrieben wurde

Dear Joyciii,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Slotuna Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• When was the last time you were in contact with casino support, and what did you discuss?
• Have you completed account verification in the casino?
• Did you receive any justification about why your balance was removed?
• Could you please share with me your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

Hi. I haven't received any explanation yet. The 24 hours since I was notified by support have also passed. According to the casino, verification isn't necessary (see screenshot). The chat conversation is attached. Thank you very much for your efforts.

Hi. Bisher habe ich keine Begründung bekommen. Die 24h nach denen ich vom support informiert worden bin, sind auch verstrichen. Eine Verifizierung ist laut casino nicht nötig ( siehe screenshot). Die Konversation mit dem chat ist angefügt. Vielen dank für ihre mühen

The casino continues to ignore my requests via email

Das Casino ignoriert weiter meine Anfragen per emai

What kind of behavior is this from a casino? I sent a screenshot with the number, the stake, etc. I also sent a list showing that I purchased the free spins and no credit was received afterward. This was the case with all other bonus purchases.

Was ist das für ein Verhalten von einem casino? Ich habe doch einen screenshot geschickt mit der nummer dem einsatz etc. Ausserdem habe ich eine Liste geschickt aus der ersichtlich wird, dass ich die freispiele gekauft habe und danach keine Gutschrift erfolgt ist. Es war bei allen anderen bonuskäufen der fall.

And then they keep telling me the game number is incorrect. It's right there. I'm just disappointed that I have to wait so long for a response from the casino. They simply embezzled €180 without giving any reason. It's a disgrace.

Und mir dann immer zu sagen, die nummer der spiele sei nicht korrekt. Diese steht doch da. Ich bin einfach enttäuscht, dass ich solange auf eine Stellungnahme seitens des Casinos warten muss. 180 euro einfach unterschlagen ohne Nennung von gründen. Frechheit

Thanks for the detailed explanation and provided evidence.

• Do I understand correctly that the casino failed to launch an investigation based on the information you supplied them regarding the game round?
• Did the casino refund the bets made in this game?

Hey, thank you very much for the reply. The casino was unable to give me a meaningful answer via chat. I only received the information via email that the game ID could not be assigned, but I copied it from the attached screenshot so that I could not have made a mistake. I also stated this in an email, but I have been waiting for a reply for almost a week now. My request is apparently not being taken seriously, but I think €180 is a lot of money. I have not received my stake back either. It would be nice if the problem could be resolved soon, and it would be just as nice if the casino would respond to my inquiries.

Greetings

hey vielen dank für die Antwort. Das Casino konnte mir im Chat nicht aussagekräftig antworten. Per mail habe ich nur die info bekommen dass die spiel id nicht zuzuordnen ist, ich habe sie jedoch aus dem beigefügten Screenshot kopiert, so dass mir da kein Fehler hätte unterlaufen könnnen. Dies habe ich auch per mail angegeben jedoch warte ich seit nunmehr fast eine Woche auf eine Antwort. Scheinbar wird mein Anliegen nicht ernst genommen, aber ich finde , 180€ sind viel Geld. Den Einsatz habe ich auch nicht zurückerhalten. Es wäre schön könnte sich das Problem langsam mal lösen, genauso schön wäre es würde das Casino auf meine Anfragen antworten.

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Thank you very much, Joyciii, for providing the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru), who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

The casino still hasn't commented on the above-mentioned case. I find it outrageous to embezzle my winnings and then simply not contact me or to blame their customers. 0stern casino

Casino bleibt weiter die Stellungnahme zum o. g. Fall schuldig. Also ich finde es eine Unverschämtheit meinen Gewinn zu unterschlagen und sich dann einfach nicht zu melden bzw einen großen haufen auf ihre kunden geben. 0stern casino

0 -Stern Casino

Hello, Joyciii,

I am sorry to hear about your unpleasant experience and apologize for the delay. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear Slotuna Casino Team,

Could you please look into the player's issue and explain the situation in more detail? Why have the user's winnings been removed? What happened there?

Thank you.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear All,

I hope this message finds you well.

We truly appreciate your understanding and apologize for any trouble this situation may have caused.

We're currently looking into this matter and will get back to you with a thorough response as soon as we can.

Thank you so much for your patience and support while we work to resolve this issue.

Kind regards, 

Slotuna Casino Team

Dear All,

I hope this message finds you in good health.

We are pleased to inform you that the missing winnings amounting to 181 EUR have been successfully credited into gaming account.

Kind regards, 

Slotuna Casino Team

Greetings all,

Thank you very much, Slotuna Casino Team, for your response and the update! Great news!

Dear Joyciii,

Can you please confirm the above-stated, and that your disputed winnings have been successfully restored to your account?

If so, can I consider the matter resolved, or is there anything else we could help you with?

Thank you.

Dear Joyciii,

We are extending the timer by 7 days. Please be aware that in case you fail to respond in the given time frame or do not require any further assistance, we will consider the complaint resolved.

Greetings all,

Based on the available information and the above-stated, I will now mark the complaint as 'resolved' in our system.

Thank you, Joyciii, for using the Casino Guru complaint resolution centre. Do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Thank you very much, Slotuna Casino Team, for your help and cooperation!

Best regards,

Branislav, Casino.guru