The player from United States is experiencing difficulties withdrawing their winnings due to active bonus balance. We rejected the complaint because the player didn't respond to our messages and questions.
Dear onashir,
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. Do I understand correctly that your winnings have been cancelled due to an active bonus balance? Have you been advised what was the reason to withhold your funds?
If there’s any relevant communication, please forward it to petronela.k@casino.guru.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Petronela