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With € 100 I had a 300% bonus 35 times, ie 10500 times, which is almost impossible, and met the sales criteria. A profit of € 500 was credited to my real cash account which I paid out. after that I was informed by message but while waiting for the payment to accept one of the great deposit deals although what I didn't know violated the bonus rules if you accepted another bonus. I had accepted a bonus of € 75. Two days later I had € 94 in my account and my € 500 was gone. I hope that the casino reacts to this and that it will be resolved which I am very disappointed.

Ich hatte mit 100 € einen 300 % Bonus 35 mal also 10500 mal umgesetzt, was fast unmöglich ist,und die Umsatzkriterien erfüllt. Ein Gewinn von 500 € wurde auf mein Real Bargeldkonto gutgeschrieben die ich Zur Auszahlung brachte. danach wurde ich per Message darauf aufmerksam gemacht doch während ich auf die Auszahlung warte doch einen der tollen Deposit Deals anzunehmen obwohl dies was ich nicht wusste gegen die Bonusregeln verstosse wenn man einen weiteren Bonus annehme. Ich hatte einen Bonus von 75 € angenommen. 2 Tage später hatte ich 94 € auf meinen Konto und meine 500 € waren weg. Ich hoffe das das Casino darauf reagiert und es gelöst wird den ich bin sehr enttäuscht.

Dear Markus,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked Additional Terms and Conditions (Applicable to All Bonuses), and this is what I found:

"Insurance bonuses

Insurance Bonus is a monetary reward representing a certain amount of the 1st deposit made into your account, money that has been put into the games, which you can claim back.

Additionally, qualifying players must fulfill the following terms:

Players must have no pending withdrawals."

It means that while your withdrawal was pending, you were not allowed to accept any additional bonuses.  

I’m sorry we couldn’t help you to resolve this problem, but, please do not hesitate to contact us if you run into any issues with this or any other casino. Please let me know if there is any additional information to support your case, otherwise, I will be forced to reject this complaint. Thank you for your understanding. 

Best regards,

Petronela

I was asked by the admin while I am waiting for the payment if I should claim another bonus

Ich wurde aufgefordert vom Admin während ich auf die Auszahlung warte sollte ich doch einen weiteren Bonus beanspruchen

Thank you very much Markus for providing all the necessary information. I will now transfer your complaint to my colleague Jozef who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Could you please forward the screenshots to jozef.k@casino.guru as they were not uploaded properly? Thank you.

Hello Markus, 

We absolutely appreciate that you shared your experiences with the Casino Guru team. I haven't received the email from you, could you send me the screenshots, please?

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 forced to reject 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.