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Hello, I deposited €200 with a 100% wager-free bonus. I did not use any bonus-buy features or purchase any free spins. After meeting the bonus conditions, I naturally wanted to withdraw my winnings. After successfully completing my KYC verification, I requested a withdrawal. Now I have received an email, which I will include as an attachment.

I would greatly appreciate a response.

Best regards, AlyMC

Hallo, Ich habe 200€ mit einem 100% Wager Free Bonus eingezahlt. Ich habe keine Bonus-Buy features und auch keine Freespins gekauft. Nachdem ich die Bonusbedingungen erfüllt hatte, wollte Ich natürlich meinen Gewinn auszahlen. Nach meiner erfolgreichen KYC bestätigung habe Ich eine Auszahlung beantragt. Jetzt habe Ich eine Email bekommen die Ich im Anhang mit senden werde.

Auf eine Rückantwort würde Ich mich sehr freuen.

MfG AlyMC

Dear AlyMC,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. I have checked the Bonus Terms and Conditions and this is what I found under rule no. 9:

9. It is not allowed to use bonus buy features with an active bonus. In case that bonus buy features are activated the bonus and all winnings with it will be forfeited. This includes buy Free Spins features (i.e. purchasing a pack of spins on a slot), and activating feature bets or bonus features within any game (Including special features such as bonus rounds, multipliers, or any other feature that increases the chances of winnings by paying an extra cost while you have an active bonus).

If you believe that you have been mistakenly accused, please request your entire gaming history from the casino in Excel format, covering the period from when you activated the bonus to the moment you requested the withdrawal of your winnings. Once you receive it, please forward it to me at veronika.l@casino.guru. Additionally, if there is any relevant communication between you and the casino, kindly share that with me as well.

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

Best regards, 

Veronika

Unfortunately, I cannot request an Excel file. I am attaching a screenshot of the first page of the game progress. Since I cannot request Excel files, should I screenshot all the pages and send them to you?

LG AlyMC

Ich kann leider keine Excel-Datei anfragen. Im Anhang sende ich einen Screenshot von der ersten Seite des Spielverlaufs. Da ich keine Excel-Dateien anfragen kann, soll ich Ihnen alle Seiten Screenshoten und rüberschicken?

LG AlyMC

Thank you for the screenshot. However, the image does not clarify whether the bets you made were part of the regular bonus or from specially purchased features. Could you please explain why you are unable to request your history in Excel format from the casino?

Dear AlyMC,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.