Winner Casino - Player’s experiencing some problems with a bonus.

They gave me a welcome bonus and out of nowhere they canceled it before the end of the indicated date, I spoke to customer service and explained the problem and after that I could not log into my account until the next day I already had half the bonus released and with good profits

Dear Pascual,

Thank you very much for submitting your complaint. I’m very sorry to hear about your problem. I am not sure I understand your issue properly. Could you describe what happened in more details, please? Do you have a suspicion, that someone else used your account?

Could you please forward any relevant communication between you and the casino to kristina.s@casino.guru? Thank you very much in advance for your reply.

Best regards,

Kristina

Dear Pascual,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

I registered at the casino they gave me a bonus I was playing it I already had part of the bonus released and I had a win but suddenly they closed my session and deleted my bonus and I called customer service and they told me that the bonus had expired and when I checked that it was not true that the voucher had not yet expired, they closed my session and I could not log in to my account until the next day

Dear Pascual,

Which bonus did you play with? Also, could you please specify how did you find out, that the bonus wasn't expired? Was it visible somewhere in you account?

Please forward any relevant communication between you and the casino to kristina.s@casino.guru.

Dear Pascual,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.