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Hello,

I've been trying since 5/1/25 to access two games that I have been playing,

using my own money, not from a bonus.

I have spoken to so many people about this issue, and everyone tells me the same thing: to delete the cookies and try again. I did this, but I couldn't access it from a computer, phone, or anything else.

These two games had bonus coins added automatically,

which had certain amounts that were never completed because I was logged out due to an error on their part. I have pictures as proof.

For days, I've been trying to complete my bonus, and it won't let me, and the amounts that were supposed to be credited have never been deposited. I've been trying since 5/1/25.

Γεια σασ

Προσπαθώ από 5/1/25 να μπω σε 2 παιχνίδι που έπαιζα

Με δικα μου χρήματα και όχι από μπονους

Έχω μιλήσει με τόσους για το θέμα αυτό και όλοι Μ λένε τα ίδια να διαγράψω τα cookies και να ξανά μπω Το έκανα δεν μπήκε ούτε από υπολογιστή ούτε από το κινητό ούτε τιποτα

Στα 2 παιχνίδια αυτά είχε μπει μόνο του μπόνους νομίσματον

Που είχε κάποια πόσα στο οποίο δεν ολοκληρώθηκε ποτέ γιατί με έβγαλε σε σφάλμα από δικό τους προβλημα σασ έχω και φωτογραφίες

Προσπαθώ εδώ και μέρες να μπω να ολοκληρωθεί το μπόνους Μου και δεν μπαίνει και τα ποσά που είχαν βγει δεν μου τα πέρασαν ποτέ από 5/1/25 προσπαθώ

Dear athinagiousef,

Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you’ve experienced accessing your games and resolving this issue. Please allow me to ask a few questions to clarify the situation and assist you further.

• Have you encountered similar issues with any other games on the platform, or is it limited to these two games?
• Could you share more details about the "bonus coins" you mentioned? Were these part of a promotional offer, or were they added due to a specific feature of the games?
• Regarding the amounts that were supposed to be credited: Were these winnings from your gameplay, or were they associated with the uncompleted bonus rounds?
• Have you contacted the casino’s support team about this issue? If so, could you share their responses?

If you have any relevant screenshots, emails, or other communication, please forward them to petronela.k@casino.guru so we can better understand the issue.

Your cooperation is crucial for us to proceed with the case and mediate effectively with the casino on your behalf.

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,

Petronela

Good evening

No, it's not just those 2 games I was playing at the time that I can't log in to again due to a problem of theirs, I mean the other games play normally.

And the games just don't work on me because my partner joined and they work normally on him

It is a coin bonus game

I'm showing you a screenshot from Demo!!! It also has a bonus pyramid in the set

It must be 3

I entered the coin bonus that didn't complete because it took me out through their error.

In the other game again with coins it is

Yes, in many ways they told me the same thing: to delete cookies, to log in from another application, to log in from a computer.

I did everything, but it doesn't work.

I've only sent him so many messages, I've talked to support, they don't do anything

I think they don't want me to win the amounts he had earned in both games.

Καλησπέρα

Όχι δεν έχω μόνο σε αυτά τα 2 παιχνίδια που έπαιζα εκείνη την ώρα που από προβλήμα δικό τους δεν μπορώ να ξανά μπω εννοώ τα άλλα παιχνίδια παίζουν κανονικά

Και τα παιχνίδια μόνο σε εμένα δεν παίζουν γιατί μπήκε ο σύντροφός μου και παίζουν κανονικά σε αυτόν

Είναι παιχνίδι μπόνους κέρματος

Σας δείχνω ένα στιγμιότυπο από Demo !!!Έχει και μπόνους μια πυραμίδα στο σύνολο

Πρέπει να είναι 3

Εγώ μπήκα στο μπόνους κέρματος που δεν ολοκληρώθηκε γιατί με έβγαλε από σφάλμα δικό τους

Στο άλλο παιχνίδι πάλι με κέρματα είναι

Ναι με πολλούς τρόπους μου λέγαν τα ίδια και ίδια να κάνω να διαγράψω τα cookies να μπω από άλλη εφαρμογή να μπω από υπολογιστή

Τα έκανα όλα δεν μπαίνουν

Μόνο σε εμενα του έχω στείλει τόσα μηνύματα έχω μιλήσει με υποστήριξη τίποτα δεν κάνουν

Νομίζω δεν θέλουν να κερδίσω τα ποσά που είχε βγάλει και στα 2 παιχνίδια

Dear athinagiousef,

Thank you for your detailed reply.

It’s clear that the problem you’re experiencing is specific to your account or device, as your partner is able to play without issues.

I recommend the following:

• Clear cookies and cache once again, and log out of your account. After restarting your device, log in again and check if the issue persists.
• Test from completely different devices: Please do not use the same device as your partner's, as that could cause conflicts. Try accessing the games from a separate phone, tablet, or computer. This can help us determine if the issue is device-specific.
• Check your internet connection: Sometimes, network issues can affect your ability to play games. Try switching between Wi-Fi and mobile data to see if that resolves the problem.

Additionally, could you please clarify the following:

• What is the exact amount of bonus coins or winnings you were expecting to receive from these games?
• Have you contacted the support team again regarding this issue, and did they offer any new solutions?

Please forward any relevant communication to petronela.k@casino.guru.

Thank you for your cooperation.

Dear athinagiousef,

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 we must reject this particular case due to the lack of response from the player to our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.