The player from Australia is experiencing difficulties withdrawing his bonus winnings. We rejected the complaint because the player didn't respond to our messages and questions.
I won around $50 from my 10 spin deposit bonus. I was able to get up a few hundred from that win. I was then had to play through almost $4000 Which I managed to do. I then collected $500 which was approved for collection. I had already made several successful collects by this time & had never had a problem before. This time however no funds arrived in my account. After sending several emails, I finally received a response saying that no funds were missing and they considered the matter closed!!! After a few more emails they then closed my account with the matter still unresolved. 🤬🤬🤬
Dear John,
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. Which particular bonus you have activated? Please send me its name or a specific link. I would like to check bonus terms and conditions. Do I understand it correctly that your winnings of $500 have been voided? Did you receive any explanation from the casino? Please forward any relevant communication 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
PS: Lastly, as I understood from another complaint that you have filed, your account was closed as per your request, is that true?