Touch Casino - Player’s winnings have been confiscated due to an unrequested bonus.

I deposited $500 which I ended up losing, however after that I deposited $800 which I turned into $2495, which they made me forfeit because they said I was automatically given a $1.5 bonus before playing with the $800 which I never asked for. IT was specified as a "level up " bonus . However I never asked for it whatsoever. I'd like to request my withdrawal of 2495 as I never asked for any bonus and this is against so many rules.

Dear sati725,

Thank you very much for submitting your complaint. I’m sorry to hear about the issues you are facing with your recent transactions at the online casino.

To better understand and investigate your situation, could you please provide us with the following details:

• A screenshot or copy of your deposit history showing the $500 and $800 deposits.
• Any communication or notification you received about the $1.5 "level up" bonus.
• Confirmation of whether you accepted any terms and conditions related to the bonus, even if it was automatic.
• Any additional correspondence you had with the casino regarding this issue.

If you have any relevant communication, please forward it to petronela.k@casino.guru.

Your cooperation in providing these details will help us investigate and work towards a resolution.

I hope we will be able to help you resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Dear sati725,

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.

They fixed the bonus issue but didn’t take off the bonus or also withdraw it like I asked. They left it back with a bonus even though I never signed up for one lol.

Do you think you could see your email I had another question for you?

Hi sati725,

• Could you please clarify the current status of your gameplay?
• Do you still need to complete the bonus wagering since the bonus hasn't been removed from your account?

Additionally, regarding your email, please submit a new complaint and provide more details about your issue.

Thank you.

Dear sati725,

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.

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.