VIP Arab Club Casino - Player's bonus purchase is unresolved.

I have bought bonus on bonanza billion slot for 700 usd 1 week ago the amount was deducted but game not played since then I have been requesting a refund and all what I get is waiting for management approval even though they have confirmed the error when they looked at the history of my games

Dear malsabbagh,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify the situation.

Do I understand correctly that you willingly bought the bonus feature but you have not played it at all? Was it added to your game after purchasing? Could you please specify why you have not played the game with the bought feature?

Can you see the bonus feature in your game history?

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

Veronika

I bought the bonus and was deducted but game was not uploaded and wasn't played l, I dint know the reason.

I got in touch with the management of vip arab club and told that my relation is with vip not the game provider

Please forward me all the communication between you and the casino customer support that could be relevant to the investigation at veronika.l@casino.guru. Thank you for your cooperation.

Dear malsabbaghh,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.