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I used a no-deposit bonus code "TR25B". I completed the wagering as required. After wagering, I was left with 120PLN. This was the maximum amount that could be received. Therefore, the funds from the bonus were transitioned to real money. So, the bonus had ended. I continued to play. In the end, I made a withdrawal of 5000PLN and I still had 14000PLN in real money. Suddenly, the funds disappeared. On the chat, I received the information as shown in the pictures.

Skorzystałem z kodu bonusowego bez depozytu "TR25B". Dokonałem obrotu jak należy. Po obrocie zostało mi 120PLN. To maksymalnie ile można było otrzymać. Więc ze środków bonusowych pieniążki przeszły na środki rzeczywiste. Czyli bonus zakonczył się. Zacząłem grać dalej. Ostatecznie dokonałem wypłaty 5000pln. I na środkach rzeczywistych zostało mi jeszcze 14000pln. Nagle środki zniknęły. Na czacie dostałem taką informację jak na zdjęciach.

Dear jarynastargard,

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.

• Can you confirm whether you've claimed any complimentary bonuses from this casino before?
• Could you send over your gaming history?
• Also, is your account currently accessible?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

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

I sent a message by email.

Player's additional comments:

I have access to the account. there is no game history here but I have screenshots from the games. On October 28, 2023 at 1:05 am I finished turning over the bonus. I don't remember what the amount was, but they reduced it to PLN 120 and transferred the bonus funds to real funds. I won about PLN 19,000 with real funds and ordered a withdrawal of PLN 5,000 at 6:19. a few hours later they reduced the payment to PLN 120. the funds that remained in the real funds balance also disappeared.  

Thank you, jarynastargard, for your email.

• Have you previously taken advantage of any complimentary bonuses at this casino?
• Additionally, is your account currently accessible?

Looking forward to hearing from you.

Dear jarynastargard,

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 regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.