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I made a deposit of BGN 40. After receiving a bonus of BGN 10, I won the sum of BGN 500 from the jackpot of a particular slot, after which I exited the slot and by mistake pressed the cancel button. The bonus, which was BGN 10, but the entire amount that I had won.

Направих депозит от 40 лв.След получен бонус от 10 лв спечелих сумата от 500лв от джакпота на една определена ротативка, след което излязох от ротативката и по погрешка натиснах бутона за отказване От бонуса който беше 10 лв, но от акаунта ми изчезнат цялата сума която бях спечелил.

Dear dkarakerezov,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please advise if you informed Casino Support straightaway about the incident? Was there any warning or notification when you pressed the "cancel" button? Have you requested the withdrawal already?

If there's any relevant communication, please forward it to petronela.k@casino.guru.

Thank you in advance for your reply.

Best regards,

Petronela

Dear dkarakerezov,

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 regarding 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.