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Hello, good day. I deposited 200 euros without activating a bonus and then wanted to withdraw 231 euros on the same day. It was rejected with the reasoning that I can only win a maximum of 50 euros from a bonus. However, I did not win 50 euros from a bonus nor did I play with a bonus on that day. I had deposited 200 euros and played with only those 200 euros on that day, and wanted to withdraw 231 euros the same day which was canceled. Only 50 euros were returned to the casino account and the remaining 181 are gone with the reasoning that I am only allowed to win 50 euros without a deposit. But I had deposited 200 euros and played without a bonus. I would appreciate your help in getting my deposited money back. Thank you and best regards.

Hallo guten tag, ich habe 200 Euro eingezahlt ohne ein bonus aktiviert und wollte dann 231 euro am selben Tag auszahlen lassen was abgelehnt wurde mit der Begründung das ich nur maximal 50 von bonus gewinnen kann , ich habe aber keine 50 Euro von bonus gewonnen noch mit ein bonus an den Tag gespielt . Ich hatte 200 Euro eingezahlt und nur mit den 200 Euro gespielt an den Tag und wollte am selben Tag 231 Euro abheben was storniert wurde und nur 50 Euro wieder auf das casino Konto und die restlichen 181 sind weg mit der Begründung das ich nur 50 gewinnen darf ohne ein einzahlung ich hatte aber 200 eingezahlt und ohne ein bonus gespielt. Ich würde mich freuen wenn Sie mir helfen mein eingezahltes Geld wieder zu haben. Danke und mit freundlichen Grüßen

Dear aliyesil6210,

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

• Are you sure you didn't activate any bonuses on top of your deposit?
• Could you please post a screenshot of your deposit/cashier history and bonus history here in this thread?

Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. 

Thank you very much in advance for your reply.

Best regards,

Kristina

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Dear aliyesil6210,

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.