The player from United Kingdom had their winnings capped as if they’ve been generated from a Free bonus solely. We rejected the complaint because the player didn't respond to our messages and questions.
Received free bonus €5 also added €20. Won €600 casino saying only paying out €100. As money won from bonus but money was combination of my money and bonus.
Dear Neilblahblah,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. We will contact the casino and ask for their cooperation resolving this issue, but, before we do so, could you please forward your game and bonus histories 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