Gonzo Casino - Player's withdrawal is canceled and account balance is affected.

I deposited 15 and received 75 free spins. I was playing Flowers and then I got over 500. Around 475 it said my bonus was discharged, I noticed my balance all of a sudden went from 475 to 225. So I kept playing and got up to 1375.00 and decided to cash out 1000. When I asked what other documents they needed they start sending me the same two messages over and over. I then see my withdrawal is canceled but not in my account plus the 275 I had now was 150. They said that I am not allowed to cash out more than 10 fold what I deposited. And I said so ur ripping me off and I asked to see where it says that in their terms and conditions and got told that is how it goes.! I kept trying to explain that bonus was discharged and they took money from me for it, which I didn't understand and they pretty much cut off the messages after that.

Hello cn57070,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Gonzo Casino. Please allow me to ask you a few more question before we would move forward.

• Could you please advise since when is your account fully verified?
• Was it the first bonus you claimed in the casino?
• When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Dear cn57070,

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.

Yes my account was verified at the time I attempted to cash out. But they had most verified documents because of a previous attempt to cash out. It was not the first bonus I had received before. I had one the the first time I ever tried to cash out a win but they didn't mention any of the "new" rules they were claiming this time. And last time I spoke to them was a week ago regarding this issue but nothing came from it.

Hello cn57070,

Would it be possible to forward your full betting history to nikolas.b@casino.guru for further review.

A cap on such bonuses is very common and nothing unfair. However, as your balance was capped once, it should not have been capped the other time.

Will be awaiting your response.

Regards,

Nick

Dear cn57070,

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.

I did respond please look above.

Hello cn57070,

I haven't receive any e-mail from you so far.

If you claim you did send it, can you please clarify from which e-mail address?

Regards,

Nick

Dear cn57070,

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.

They don't have an option to obtain the play history on the account.

Thank you cn57070 for all the information provided. I will now forward your complaint to my colleague Pavel (pavel.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello, cn57070!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

In case of player's breach of terms and conditions, please, send the relevant evidence to my e-mail: pavel.k@casino.guru. It will not be shared with anyone, including the player. Thank you!

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.