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I have deposited before with casino I exchanged my cp from cash and then won they confiscated my winnings due to the ts and cs of a no deposit bonus, which is not the case i have deposited and I have exchanged using my cp as screenshots show I have the right to withdraw $10000 but they took the hole balance

Dear jwmdhl,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Have you received any explanation from the casino why your winnings have been cancelled? Could you please advise if you have redeemed any promotional offers from this casino previously?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

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

( if you look at one of the screens and compare to time that i won the 12000 i had already withdrawn my remaining balnce before playing with vip point)

I never redeemed a code i received a email stating i had received 25 spins i went to account they were already activated i played the wager requirement i was left with like $30 in casino account i continued to play instead of withdrawal i then placed a withdrawel request for the balance of account it was processing and unable to cancel..... I had completely no funds on account as i had tried to withdraw i then went a traded my cp points and went and played potion spells and won 12000 or so off one spin i then proceeded to withdraw it as i am entitled to 10000 a week withdrawel from vip or cp points..... Also they are not helpful i get the same response everytime no matter how much evidence i send i clearly withdrew all my funds for 850... 15minutes before i activated the vip bonus and cp cash back

They clearly state $10000 for vip

Here are the ts and cs

1b. The maximum win restriction persists after the completion of the wagering requirement. The maximum you will ever be able to withdraw from playing with the funds associated with a no-

deposit bonus is 50 EUR, 50 USD, 75 AUD. To submit a withdrawal

request, the account must be fully verified and a minimum deposit

must be made.

Ic. The maximum winnings that will be paid out resulting from a cashback bonus, a comp points bonus, a tournament bonus, any deposit bonus, VIP bonus, a weekly bonus, except for welcome

bonus will be 10,000 EUR/USD/AUD.

requesug

-wamount in excess will be forfeite.  

I even sent you the bet history wth the win and the time it happened the funds i was playing with were VIP BONUS I have even sent you the screenshot of my account clearly saying it had activated multiple vip bonus i had redeemed 

I had already processed the hole amount of my 20fs withdrawel for $850 before i even activated my vip bonus and then i won 12000 on potion spells slot as i screen shotted which was well after you shouldn't have deleted my balance and only taken away $3688 not $1368

Show quoted text

I will send the screens to email address

Dear jwmdhl,

Could you please advise from which bonus your winnings were accumulated?

Could you please forward your entire game history in PDF file to petronela.k@casino.guru?

Dear jwmdhl,

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.

Thank you, jwmdhl, for your email with all the screenshots of your game history. However, please understand that it is very difficult to analyze the entire game play from screenshots. Could you please download it or request it from the casino directly in the form of Excel or PDF?

I'm still waiting for them to send, they have taken nearly 16hrs and that's unusual and I'm starting to worry as it's a document what if they edit

Please allow some time to casino to send your game history. I will check back with you in the following days and then we decide on how to proceed with this case. Thank you very much for your patience.

Emailed

Perfect. Thank you very much. One last thing, please. Could you transfer all the data to an Excel file as the format that you sent me is Read-only and it's really difficult to navigate around all the bets.

OK ill try now

Hello jwmdhl,

Have you succeeded in transferring your game history to an Excel file, please?

I sent it?

I'm sorry, but I haven't received anything.

Dear jwmdhl,

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.