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Good day

I won € 2500 and the casino doesn't want to make a withdrawal.

From 3800 € that I won I had to continue playing because the amount of the bonus was blocked. A withdrawal was possible at € 2600. I then withdrew € 2500.

Got an email where the payout was canceled and € 100 was credited to me.

Guten Tag 

Ich habe 2500€ gewonnen und dass Casino will keine Auszahlung tätigen.

Von 3800€ die ich gewonnen habe musste ich weiterspielen da der Betrag vom Bonus gesperrt war. Bei 2600€ war eine Auszahlung möglich. Ich habe dann 2500€ auszahlen lassen.

Habe eine Mail bekommen wo die Auszahlung storniert wurde und mir 100€ gutgeschrieben wurden.

Dear Marcel,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Did you receive any explanation of which exact rule has been breached and why your winnings have been cancelled? If there’s any relevant communication, please forward it to petronela.k@casino.guru. Are you aware of placing any greater bets than the allowed ones while completing bonus wagering requirements or playing restricted games?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Dear Marcel,

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 rejecting 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.