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I made a deposit of €35 at the casino and won €310 with my own money, without the bonus money being activated, I requested a withdrawal and they canceled my withdrawal saying that I was not identified, I sent all the documents and then they told me that the withdrawal was invalid because I played with bonus money, I am attaching a screenshot and anything else you need, they are scammers, please help.

Έκανα κατάθεση 35€ στο καζίνο και κέρδισα με τα δικά μου χρήματα 310€, χωρίς να ενεργοποιηθεί το μπόνους χρήματα, ζήτησα ανάληψη και μου ακύρωσαν την ανάληψη λέγοντας ότι δεν έχω ταυτοποιηθεί, έστειλα όλα τα έγγραφα και μετά μου είπαν ότι άκυρη η ανάληψη γιατί έπαιξα με χρήματα μπόνους,σας επισυνάπτω σκριν σοτ και ότι άλλο χρειάζεται, είναι απατεώνες αυτοί, παρακαλώ για την βοήθεια σας .

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Dear Dragon7619,

Thank you very much for submitting your complaint. I’m sorry to hear about the issues you’ve encountered with your withdrawal and the confusion regarding the use of bonus funds.

To understand the situation more clearly and proceed with the case, could you please clarify a few important details for us?

• Did the casino award you any automatic bonus upon deposit, even if you did not actively claim it?
• When you checked your balance during gameplay, did you ever see a "bonus balance" or any wagering requirements displayed in your account?
• Have they provided any screenshots, logs, or explanations showing when the bonus was supposedly activated?
• Could you please upload or forward the screenshot you mentioned, as well as any communication the casino sent regarding the withdrawal being invalid?

If you have any emails, screenshots, or account balance information, you can forward everything directly to petronela.k@casino.guru so we can review the details thoroughly.

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

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

Thank you in advance for your reply.

Best regards,

Petronela

Dear Dragon7619,

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

Dear Dragon7619,

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,

Petronela