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I contacted VIP and asked for a deposit bonus. The VIP department agreed and issued a deposit bonus of 20 spins with 40x wager. The bonus was added 4 minutes after the casino received my deposit. Upon completing the wagering I had in excess of 0.23 ethereum. The entire balance was removed from my playing account which left me with 0.018 eth. The casino is arguing that these are a no deposit free spins bonus with a max cash out of 0.018 eth.

I have all the email correspondence, deposit time, and bonus added time which proves these are in fact a deposit bonus. I

The disputed amount is 0.23 Ethereum.

Dear jimmy2020,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. We will contact the casino and ask for their cooperation in resolving this issue, but, before we do so, could you please forward your cashier and bonus histories to petronela.k@casino.guru? Could you please advise why you deposited funds into your account after receiving Free Spins?

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

go ahead and close it the issue has been resolved.

Thanks.

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, jimmy2020, for your cooperation and confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Petronela

Casino.Guru