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Dear Ricardo,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please advise if you have tried contacting the casino regarding this issue? Have you received any explanation? If yes, you could forward it to petronela.k@casino.guru.

Furthermore, could you specify which payment method you have tried? Are there any other payment methods available, that you would consider acceptable in the future?

I know it seems like a lot of questions, but I want to understand the whole situation as thoroughly as possible. Looking forward to hearing from you.

Best regards,

Petronela

Dear RICARDORHI777,

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.