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Hello,

I deposited €100 with a 200% bonus.

I got up to €2000. When I continued playing and my balance was at €1200, still in the middle of the wagering requirements, my account in the game "Le Bandit" was suddenly reset to €0. I contacted support, and they told me I had canceled the bonus myself. They insisted on that version of events. That's complete nonsense. I never canceled the bonus myself. Why would anyone do that? No one could be that stupid. My balance was simply wiped out mid-game.

Hallo,

ich habe 100€ mit einem 200% Bonus eingezahlt.

Bin bis auf 2000€ hoch gekommen. Als ich weiter spielte und bei 1200€ stand und noch mitten im Wager war, wurde mein Konto im Spiel "Le Bandit" plötzlich auf 0€ gesetzt. Ich habe den Support kontaktiert. Dort sagte man mir ich hätte den Bonus selbst storniert. Sie blieben bei der Version. Das ist absoluter Schwachsinn. Niemals habe ich den Bonus selbst storniert. Wieso sollte man das tun, so blöd kann man ja nicht sein. Mitten im Spiel wurde einfach meine Balance gelöscht.

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Dear asgard18,

Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention. To help me fully understand the situation and assist you as quickly as possible, could you please answer a few brief questions?

• Could you please clarify which bonus you played with? If possible, please post a link or promo code you used to activate the bonus here in this thread.
• Do you see the status of the bonus somewhere in your player's account? Is the bonus marked as canceled or completed? Please post a screenshot here.
• How much of the required bonus wagering had you completed prior to this incident?

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru, or you may post it here.

Thank you in advance for your reply.

Best regards,

Kristina