The player from Portugal had won 900 € from free spins but was unclear on how to withdraw her winnings. We had reached out to her for more information regarding her account and whether she had made any real money deposit. However, due to the lack of response from the player to our queries, we were unable to proceed with the investigation or provide a resolution. The case was subsequently rejected, but the option for the player to reopen the complaint in the future remained available.
GuruPlay Casino - Player unsure about free spins withdrawal process.
Amount: €900
GuruPlay Casino
Safety Index:LowSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
4.6
GuruPlay Casino has a Safety Index of 4.6, which means some of the considered factors point to a low level of safety. Explore this casino’s Safety Index
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
9 months ago
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10 months ago
Translation
I won 900 € from free spins, how do I withdraw it?
Automatic translation:
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10 months ago
Dear lena195,
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 were accumulated from Free Spins solely without placing any real money deposit?
- Was your account successfully verified in the past?
If there’s any relevant communication, please forward it to petronela.k@casino.guru along with any supporting evidence.
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
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10 months ago
Dear lena195,
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.
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9 months ago
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.
