General Tournament Questions/Issues

So I just recently started participating in a few slot tournaments and the last one I was in, I actually won some $$ lol. The casino requires a 1x playthrough and a 1x max cashout of the amount won. Here is my dilemma....their system for some reason doesn't show that there is a required playthrough amount on tournament winnings, however, being aware of this rule I checked in with support through chat to make sure I met this requirement. Once met, I requested the max cashout. Here is the issue...while completing my required playthrough I hit some pretty good spins...my account now has over $600 in it (after requesting the max cashout for my tournament winnings) that is showing withdrawable and it is playable on the slots. Currently my payout request is pending...I imagine it will be processed next week. Has anyone else been in a similar situation? Is this money in my account actually withdrawable? Will it disappear once my payout is processed? I guess I'm just used to the normal type of bonus playthrough...as soon as you hit that playthrough magic number any excess above what you can withdraw is poof gone! Any guidance is appreciated!!

Hello there.

The way I see it, this wagering (playthrough) requirement is not mentioned in the rules, yet you are familiar with this rule, right? Well, the casino should implement the requirements properly in order to avoid misunderstandings.

You asked the chat operator - good step indeed, so now you know there is really 1x wagering. I'm quite convinced that once you manage to fulfill it, the withdrawal should be okay, at least from this point of view.

As for the rest of your current balance, I would say your expectation sounds reasonable, but I'd like to say it also depends on whether you got some bonus, or played with bonus funds. If I may guess, I'd say the tournament wins are considered bonus money until the requirements are met, but what was your balance before? Are those tournament funds kept separately from your real funds as long as the withdrawal is successfully made?

Since I do not know where you play and am not familiar with the tournament rules, I'm asking these questions.

I'll wait for an update.

How to claim my prizes of free tournament ???

Congratulations!👏👏👏

I suggest you follow the instructions:

"How are prizes sent to winners?

Once a tournament is over and the winners are known, we will contact them via the e-mail address associated to their account at Casino Guru. We will sort out the details individually, but the prizes will generally be also sent to winners over e-mail."

It usually takes some time, though, so please keep an eye on your mailbox.

Okey thank you for your suggestion

I will wait the information in my e-mail

I won a prize too, I wonder if the prize is only sent to Amazon.com, because we in Europe also have our own Amazon domains? Let's say it would be more convenient for me to get a prize on Amazon.de or Amazon.co.uk, so I'm wondering if that's possible? Thank you 😀

If there's a problem and you don't get an email, feel free to get in touch. Of course you should also check the spam or other section, because sometimes emails can fall there too. 🙂

Hi, I'll try to check this information so I don't accidentally give you some bad one. When I have an answer I'll let you know. 🙂

I don't get an email and I checked the spam or other section, there is no an email I get.

I have checked it and unfortunately it is only available from Amazon.com.  😥

However, we are going to launch a new player reward system this year, where we will not be dependent on Amazon, so in the future there will be better opportunities.

I have sent this information to Juraj, so he will look into it.

I have confirm and respond Casino Guru Email, but I don't get a reponse

You need to follow the instructions in the email and once you have done everything as you should, you will need to be a little patient. Juraj sent out the emails to the winners only yesterday, so give it some time. If you have any problems, get in touch and we'll try to sort it out. 

Okey thank you for the information 🙏

Hi, I see you apparently finished third in our tournament from what I can see. 🎉☘️

Congratulations and I suppose now you will have to be patient and wait for the email that should come and confirm it. Don't forget to check all your tabs including spam. 

If you have any problems, be sure to get in touch and we'll try to sort it out.

That's great. Please let us know if anything goes wrong, hopefully won't 😉.

I don't get my prize.

I won Cowabunga Dream Drop but the CG Tournament never send me my prize

Have you checked your email? Try to look also in your spam folder, you should have an email from us to confirm your email address. Could you try to check it, please, and let us know?🙏