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I deposited some money and got a free chip bonus, I completed the wagering requirements and I asked for a withdraw in early december. Since then I still haven't received my payment and I'm unable to connect to my account (since i asked for the withdrawa) and so I can't contact them. I would really like you to help me solve this issue. Thank you in advance.

Dear abreinl123,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise if your account has been fully verified? Have you accumulated your winnings from a Free Chip solely? Could you please forward your cashier and bonus histories to petronela.k@casino.guru?

Please understand, without verifying your account, you won’t be entitled to any withdrawals. However, I hope we will be able to help you to resolve this issue and receive your winnings as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Yes My account was fully verified otherwise, I would not be able to ask for the withdrawal. The thing is I did a Deposit on the casino to get a 300% bonus or something like that, I lost all my money. But then, I was able to have free chip because I did a deposit before where I won 500 us after completing the wagering requirements.

I have checked the general bonus terms and conditions for No Deposit bonuses (here) and this is what I found:

"No Deposit Bonuses FAQ

How much can I withdrawal?

Here it gets a bit tricky, as all no deposit bonus codes will have their own terms and conditions specific to the individual offer. Please read the terms and conditions for the no deposit bonus you’ve selected to learn about max withdrawals associated with that particular bonus code."

Could you please advise how did you redeem the bonus offer (inside your account by yourself or the offer has been emailed to you)? Thank you very much.

I redeem the bonus offer myself inside my account. It was a 100 dollar chip, and I could withdraw 500 dollars maximum. I can't connect to my account so I can't give you what bonus I used.

The casino probably canceled the withdraw so I have 500 dollars in my account but I can t use it because I can t access my account.

I have checked the general bonus terms and conditions (here) and this is what I found:

"No Deposit Bonuses (Free Chips, Free Spins)

...

Unless otherwise stated, the maximum withdrawal amount from any No Deposit Bonus is 1 time the face value of the bonus, with a minimum of $100. All free chips valued below $50 will come with a cash-out limit of no more than, nor less than, $100.

Players cannot redeem multiple free bonuses consecutively. If you have redeemed one No Deposit Bonus and are subsequently offered another one, a real-money deposit needs to have been made in the interim for you to be eligible to withdrawal the second No Deposit Bonus."

If you have redeemed $100 Free Chip then the maximum cashout would be $100 only.

Could you please advise if you have activated any free bonuses in this casino in the past? Thank you in advance for your reply.

Because i did a deposit, I could withdrawal at maximum 500 dollars, It was like a VIP thing or something like that. I sent them an email and they told me they blocked my account for the fairness of the game. This is just ridiculous because I did a deposit and played fairly and they don't even dare to explain why I was blocked.

Could you please advise if you have activated any free bonuses in this casino in the past? Meanwhile, please forward any relevant communication to petronela.k@casino.guru.

Dear abreinl123,

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 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.