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Since the beginning of January, my bonuses have been showing as completed according to the casino's wagering requirements, but the money hasn't been released. My bonus balance and active bonus balance don't match; there's a difference of approximately $1900. I've sent over 20 emails and made numerous attempts to contact the casino's customer service chat, but I haven't received a response. I've also tried contacting them through social media, but there's no answer either. There's no phone number to speak with, so I'm still without a solution. I have more photos, but the system won't let me upload the rest to this complaint. I hope you can help me. Thank you.

Desde inicios de Enero, mis bonos fueron apareciendo como completos en los requisitos del casino pero el dinero no se liberó. El saldo que tengo en bonos y los bonos activos no coinciden, hay una diferencia de $1900 aproximadamente. Llevo más de 20 correos y muchos intentos con el chat de servicio al cliente de la página del casino y no hay respuesta. Escribo por medio de las redes sociales y tampoco. No hay un número de celular para hablar con alguien y entonces sigo sin ninguna solución. Tengo más fotos pero ya no me permite subir a esta queja los que me faltan. Espero que puedan ayudarme. Gracias

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Hello,

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

Based on the screenshots you provided, we’re currently unable to determine whether the winnings from your bonus play were transferred to your real money balance. To help us investigate further, could you please confirm the following:

• Do you have any records in your transaction or balance history showing the winning amounts being transferred to real money?
• Did you receive any email confirmations that your bonus winnings have been converted to real money?
• Do you have any videos or other recordings showing that, despite completing the wagering requirements, the balance was not transferred to your real money balance?
• Please forward any relevant communication with the casino’s customer support to veronika.f@casino.guru.

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

Hi, I sent you a video to your email explaining how the bonuses work at this casino. There's no bonus record other than the screenshots I shared, where you can see the requirements being met and the bar filling up until it reaches 100%.

Hola, te mandé a tu correo un vídeo explicando cómo funcionan los bonos en este casino. No hay un registro de bonos más que las fotos que te compartí en dónde se van cubriendo los requisitos y la barra va llenándose hasta que llega al 100%

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Wen75,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Veronika