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My winning disappeared after wagering was completed. I have attached screenshots. I thought my luck had changed and never had this happen before. I have emailed them but still waiting for a response. Its probs looking like I won't get my winnings. Absolutely gutted. I have spent so much on this site.

I deposit £50 and got a £50 bonus.

I played on different games and won a decent amount between £3 and £5

I have also attached a screenshot of the bonus after to show there was no limits to wagering stakes. I never went over £5

The wagering was 2k and I finally completed it. Soon as I did they just took it straight away.

I understand that casino have the right to take winnings sometimes but i haven't broke rules and have put in about 13k since I opened it.

I'll keep an eye on any responses from them I sent an email to the as their chat was closed.

Thanks

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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.

• What types of games did you play while the bonus was active?
• When exactly did you contact the casino customer support via email regarding the confiscation of your winnings?
• Is this bonus available anywhere on the casino’s website, or was it awarded to you directly in your account (for example, as a personalized or internal bonus)?
• Have you received any explanation from the casino support regarding the confiscation of your winnings from this bonus?

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

Best regards

Veronika

Hello!

There is no need to continue with the complaint.

I have been in contact with the casino and they have gave me the winnings back.

Thank you

Dear Weecara,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Veronika

Casino.Guru