The player from Germany received a bonus and played with it until most of his winnings disappeared. The player has managed to solve the issue with help from the casino support.
The player from Germany received a bonus and played with it until most of his winnings disappeared. The player has managed to solve the issue with help from the casino support.
The player from Germany received a bonus and played with it until most of his winnings disappeared. The player has managed to solve the issue with help from the casino support.
After losing 5 figures in this casino I decided to close my account. Even being VIP doesnt offer good bonuses like in other casinos.
After telling I was going to leave I received a 1200€ bonus. I started wagering it to 4200€/6000€ for a bonus hunt. Today I logged in and the account said 100€ left in cash and 1.07€ blocked in bonus.
I opened the first slot I had free spins in and it does not credit. Now the money in the account is gone and the bonus marked as lost.
Never had a problem by playing like this. Now it is a problem and they are pulling this card.
Absolutely negative experience. Starting this complaint just for the publicity. Doesnt expect this casino to come up at me in a positive manner.
After losing 5 figures in this casino I decided to close my account. Even being VIP doesnt offer good bonuses like in other casinos.
After telling I was going to leave I received a 1200€ bonus. I started wagering it to 4200€/6000€ for a bonus hunt. Today I logged in and the account said 100€ left in cash and 1.07€ blocked in bonus.
I opened the first slot I had free spins in and it does not credit. Now the money in the account is gone and the bonus marked as lost.
Never had a problem by playing like this. Now it is a problem and they are pulling this card.
Absolutely negative experience. Starting this complaint just for the publicity. Doesnt expect this casino to come up at me in a positive manner.
Dear David,
Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. Would you be so kind and forward me your bonus history, if possible?
Have you tried contacting the casino regarding this issue? If there is any relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Kristina
Dear David,
Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. Would you be so kind and forward me your bonus history, if possible?
Have you tried contacting the casino regarding this issue? If there is any relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Kristina
The casino reviewed my case by mail already. Even if I was not playing the bonus to zero they canceled it because it is not allowed to do bonus hunts at N1. We came to a solution directly so case is closed now.
Sorry for disturbance.
Thank you
The casino reviewed my case by mail already. Even if I was not playing the bonus to zero they canceled it because it is not allowed to do bonus hunts at N1. We came to a solution directly so case is closed now.
Sorry for disturbance.
Thank you
Awesome news, David. As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.
Awesome news, David. As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.
Free professional educational courses for online casino employees aimed at industry best practices, improving player experience, and fair approach to gambling.
An initiative we launched with the goal to create a global self-exclusion system, which will allow vulnerable players to block their access to all online gambling opportunities.
A platform created to showcase all of our efforts aimed at bringing the vision of a safer and more transparent online gambling industry to reality.
An ambitious project whose goal is to celebrate the greatest and the most responsible companies in iGaming and give them the recognition they deserve.
Casino.guru is an independent source of information about online casinos and online casino games, not controlled by any gambling operator. All our reviews and guides are created honestly, according to the best knowledge and judgement of the members of our independent expert team; however, they are intended for informative purposes only and should not be construed as, nor relied upon as, legal advice. You should always make sure that you meet all regulatory requirements before playing in any selected casino. Copyright ©2025
Check your inbox and click the link we sent to:
youremail@gmail.com
The link will expire in 72 hours.
Check your 'Spam' or 'Promotions' folder or click the button below.
Confirmation e-mail has been sent again.
Check your inbox and click the link we sent to: youremail@gmail.com
The link will expire in 72 hours.
Check your 'Spam' or 'Promotions' folder or click the button below.
Confirmation e-mail has been sent again.