The player's winnings have disappeared without further explanation. The player later sent us an email confirming that the issue was resolved.
Dear Victoria,
Thank you very much for submitting your complaint. I apologize, but I don’t understand what is going on. I’m afraid, I will need more information regarding your problem. Have you accumulated your winnings with or without an active bonus?
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, or alternatively, post it here.
I will be waiting for your reply patiently.
Best regards,
Kristina
Thank you for your email, Victoria. I am happy to hear that the issue has been sorted out. We will now close the complaint 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.