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I made a deposit of BRL 100.00 and selected the 35% bonus, where I had a real balance of 100.00 and 35.00 of bonus balance, I was playing with real money and when I reached 350.00 of money I asked for a withdrawal and asked to hit the real money rollover, I contacted them without success, they haven't responded to the first emails until today. So I hit the requested rollover even though I found it absurd even without having started using the bonus amount, finally I hit the rollover of money from the real deposit.

I reached 750.00 and then asked for the withdrawal after hitting the abusive rollover.

After 6 days of the request I received a negative claiming that I played above 10% of the bonus amount, but I did not use the bonus!!! I even had to cancel the 35.00 to request the withdrawal.

On another occasion they denied it and I accepted it because I had actually bought a bonus with a bonus balance, breaking the rule. But this time I didn't use the bonus and they still denied it.

In short, I had to hit a real money rollover and even then my withdrawal was denied. Endless nonsense! And another thing is slots crashing frequently and even most of the time the site is down! like at this very moment

Efetuei um depósito de R$100,00 e selecionei o bônus de 35%, onde fiquei com saldo real de 100,00 e 35,00 de saldo bônus, estava jogando com o dinheiro real e ao chegar aos 350,00 de dinheiro pedi saque e pediu pra bater roloover do dinheiro real, entrei em contato sem sucesso, não me responderam aos primeiros e-mails até hoje. Então bati o rollover solicitado mesmo achando um absurdo mesmo sem ter iniciado o uso do valor do bônus, enfim bati rollover de dinheiro do depósito real.

Cheguei a 750,00 e então pedi o saque após bater o rollover abusivo.

Após 6 dias do pedido recebi a negativa alegando que fiz jogados acima de 10% do valor do bônus, mas eu não utilizei o bônus!!! Inclusive tive que cancelar os 35,00 para solicitar o saque.

Em outro ocasião eles negaram e eu aceitei pois realmente tinha comprado um bônus com saldo bônus quebrando a regra. Mas dessa vez nao utilizei o bônus e mesmo assim negaram. 

Resumindo tive que bater um roloover de dinheiro real e mesmo assim meu saque doi negado. Um absurdo sem fim! E outra coisa é slots travando com frequência e inclusive grande parte do tempo o site fora do ar! Como nesse exato momento

Dear rorabreu,

Thank you very much for submitting your complaint. I’m sorry to hear about your cancelled winnings. Please allow me to ask you a few questions, so I can understand the whole situation completely. Do I understand correctly that you activated a bonus and then cancelled it before completing the bonus wagering? Please understand that if that's the case, not only the bonus is voided but your associated winnings too.

Could you please send me your game history to petronela.k@casino.guru? I would like to check when was the maximum bet rule breached and if the bonus balance is still visible while it happened.

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

Best regards,

Petronela

Thank you, rorabreu, for your email and forwarded screenshots. Do I understand correctly that you activated a bonus and then cancelled it before completing the bonus wagering? For the entire game history you can try contacting the casino if the website becomes available again, if not, we will try to assist.

Good morning, thank you for the feedback, in fact I made the deposit and only played with the real amount, the bonus was never used, considering that to request the withdrawal I had to cancel the bonus in full, which was 35 brl, already I requested the history in full for the site, but so far I have not received a response.

Bom dia, agradeço o retorno, na verdade fiz o deposito e só joguei com o valor real, o bônus em nenhum momento eu utilizei, tendo em vista que para solicitar o saque tive que cancelar o bônus na integra que era de 35 brl, já solicitei o histórico na integra para o site, mas até o presente momento não obtive resposta.

Thank you, rorabreu, for the update. If you receive your game history, please forward it to petronela.k@casino.guru. I'll wait till Monday. If you're not successful in your request, we will contact the casino.

I'm not going to receive it by the way, they put the amount of the initial deposit of 100 brl for withdrawal which already demonstrated that there was no error in the use of the bonus, because at the discretion of the casino it loses all balance. But I believe they will not send me the history as requested.

É não vou receber pelo jeito, colocaram o valor do depósito inicial de 100 brl para saque oque ja demonstrou que não houve erro no uso do bônus, pois pelo critério do cassino perde todo saldo. Mas acredito que não iram me enviar o histórico como solicitado.

I understand your hesitation, but please bear with me till Monday.

Dear rorabreu,

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.

Unfortunately, we’re rejecting 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.