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Hello, I received a bonus via email which I deposited and won.

Now my winnings have been canceled on the grounds that I misused the bonus.

I didn't do anything except play normal slots.

Hallo ich habe per Mail einen Bonus erhalten worauf ich eingezahlt habe und gewonnen habe.

Jetzt wurde mir mein Gewinn gestrichen mit der begründung ich habe den Bonus misbraucht.

Ich habe nix gemacht außer einfach ganz Normal Slots gespielt.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

Could you please forward me the email with the bonus you received from the casino? My email address is veronika.f@casino.guru.

Did you make sure to bet within the allowed betting limits?

Could you describe your gameplay in more detail? Did you switch between various slots, or did you play only one game while your bonus was active?

Did you buy any bonus features while your bonus was active?

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Veronika

I forwarded the email 🙂

I followed all the rules. I deposited and played only one slot.

(All Lucky Clovers 100).

Yes, the money was won with a bonus that I received via email.

Ich habe die Email weitergeleitet 🙂

Ich habe mich an alle Regeln gehalten. Ich habe eingezahlt und nur mit einem Slot gespielt

(All Lucky Clovers 100).

Ja das Geld wurde mit einem Bonus gewonnen den ich per Email bekommen habe.

Thank you for the email. Please forward me the promotional offer you received from the casino as well.

I just forwarded it to you. Thanks for your help.

Habe ich dir soeben weitergeleitet. Danke für deine Hilfe

Dear Nasenmuschel,

Thanks so much for sharing all the details and taking the time to explain everything so clearly. I really appreciate it.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Peter (peter.c@casino.guru), who will contact the casino directly and manage all communication from here. We want to be fully transparent with you. In the past, some of our messages to this casino have gone unanswered, so there’s a chance they may not respond again. However, we’ll do everything we can to encourage their cooperation and give your case the best possible chance of progress.

No action is needed from you at this point. Your Resolver will reach out through this thread if anything else is required.

Kind regards,

Veronika

Hello there,

Thank you Nasenmuschel for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Amonbet Casino for their help in resolving this complaint. We would like to know why the player's winnings were confiscated and what we can do to help resolve this issue.

Thank you!

Why am I receiving promos via email if I'm not allowed to use them?

Wieso bekomme ich denn Promos per Mail wenn ich die nicht nutzen darf?

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to.

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email.

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Peter