Casinostars - Igračevo povlačenje je odbijeno.

I won an exclusive Valentine's Day prize from Casino Stars: Lucky in Love Giveaway, and they gave me 25 euros.Please note that I received a bonus of 25 euros and was told to win it back three times, or 75 euros. The winnings, which are five times higher than the bonus, amount to 125 euros. I won back 90 euros, and then continued the game, leaving 80 euros in the account. I was told to make a deposit to withdraw my winnings, so I deposited 21 euros and started playing. I saved up 180 euros and played. There were 130 euros left in my balance, so I sent a withdrawal request. At some point, I received a rejection email. I was charged 49 euros. I asked why they did it, and they told me that our employee explained it by mistake. I did everything exactly as specified in the terms. It's unfair.

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Hello,

Thank you very much for submitting this complaint. I’m sorry to hear about the issue you’re experiencing. To better understand your situation, please allow me to ask you a few questions:

• Could you please send me a link or a screenshot of the bonus you activated and played with?
• Could you please forward your communication with the casino in relation to this issue? You can reach me via email at attila.g@casino.guru, or you can post screenshot here.

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

Attila

Dear sparkok,

Thank you for your response. Could you please attach a screenshot of your bonus history as well as a screenshot of your transaction history?

Do I understand correctly, that after wagering the free bonus, your account balance showed 80€? Have you made any deposits after finishing the bonus wagering?

Thank you in advance for your reply.

Dear sparkok,

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,
Attila
Casino.Guru