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Bonus which was successfully wagered was removed from my account when I tried to withdraw. The customer service representative is giving a different response- once she said that the winnings were reduced by them and she offered me approximately 1% of the total winning as compensation and another one said that it has been escalated to management.

please see the attachments . You can see clearly that I won 1000 USD on 22nd July and the promotion is settled .You can see in the second screenshot that wagering is complete …in the third screenshot you can see the chat with customer service representative who claims that the winnings were reduced

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with BiggerZ Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Is your player's account accessible to you? Can you log in?
• Could you please explain in detail the rules of the bonus that was activated for you? Was the bonus a deposit bonus or a no-deposit bonus?
• What was the justification for reducing your winnings?
• Have you managed to complete the wagering of the bonus?
• Do I understand correctly that the casino issued a different bonus to you instead?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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,

Tomas

Dear RD71,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Tomas
Casino.Guru