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A system error occurred while playing! I received the big payout of €2,000 in the red bonus round and continued playing until I had wagered my bonus amount x times (according to the bonus crab). At that point, there was more than €2,000 in my account (see attached screenshot). When I reached x times the bonus, the account balance slipped to €100.

Details about the bet before the bonus conditions were met:

Name of the Game

Pharaoh's Riches RHFP

- Game Provider

Gamomat

- Your balance before the bet

2,143.39€

- Time of the bet

08.05.2025,05:41:51

- Bet amount

4.70€

- Win amount

0

- Bet ID

130621704757

Support response:

Upon thorough review of your case, we have determined that the bonus you wagered was derived from the Bonus Crab.

It is important to note that the bonuses associated with the Bonus Crab have a maximum release limit of 5 times the winning amount. In your specific situation, the bonus funds from the toy amounted to 20 EUR, while the released amount was 100 EUR.

For further details regarding Crab bonuses, please refer to the Bonus Crab Annex subsection within the general Terms & Conditions available on our Website.

We appreciate your understanding in this matter.

My answer:

Hello,

Unfortunately, this information is incorrect! According to your General Terms and Conditions (points 7.15 & 7.16), this only applies to winnings from bonuses without a prior deposit. However, since a deposit was made in my case, I would like to refer to your corresponding terms and conditions at this point. In my view, point 7.14 is relevant here.

Your General Terms and Conditions are, of course, available, and I hope for a correction. I would be pleased if we could clarify this in this way. Thank you in advance.

beim Spielen systemseitig ein fehler unterlaufen!! Ich hatte bei der red bonus runde die große Ausspielung mit 2000 Euro erhalten und habe entsprechend weitergespielt bis ich meinen Bonusbetrag der Bonus crab entsprechend x-fach umgesetzt habe. Auf dem Account waren zu diesem Zeitpunkt mehr als 2000 Euro (siehe Screenshot anbei). Beim erreichen des x-fachen Einsatzes des bonus ist der Kontostand auf 100 Euro verrutscht.

Details zum Bet bevor die Bonusbedingungen erfüllt waren:

Name of the Game

Pharaos Riches RHFP

- Game Provider

Gamomat

- Your balance before the bet

2.143,39€

- Time of the bet

08.05.2025,05:41:51

- Bet amount

4,70€

- Win amount

0

- Bet ID

130621704757

Antwort des Supports:

Upon thorough review of your case, we have determined that the bonus you wagered was derived from the Bonus Crab.

It is important to note that the bonuses associated with the Bonus Crab have a maximum release limit of 5 times the winning amount. In your specific situation, the bonus funds from the toy amounted to 20 EUR, while the released amount was 100 EUR.

For further details regarding Crab bonuses, please refer to the Bonus Crab Annex subsection within the general Terms & Conditions available on our Website.

We appreciate your understanding in this matter.

Meine Antwort :

Hello,

Unfortunately, this information is incorrect! According to your General Terms and Conditions (points 7.15 & 7.16), this only applies to winnings from bonuses without a prior deposit. However, since a deposit was made in my case, I would like to refer to your corresponding terms and conditions at this point. In my view, point 7.14 is relevant here.

Your General Terms and Conditions are, of course, available, and I hope for a correction. I would be pleased if we could clarify this in this way. Thank you in advance.

Dear Duke259,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem regarding the issues with your withdrawal from the casino.

To better understand your situation, I would like to ask you a few questions:

• Can you please confirm the date and time you first attempted to withdraw your funds?
• Were there any specific error messages displayed when you tried to make the withdrawal?
• Have you contacted the casino's customer support regarding this issue? If so, what was their response?
• Do you have any additional documentation or screenshots that might help us understand your situation better?

Your cooperation in providing these details will help us investigate and work towards a resolution. If you have any relevant communication or documentation, feel free to forward them 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

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

.

Hello,

Thank you very much for your feedback and for addressing my problem. I will forward the email, including all screenshots of the relevant case, to the address you provided ( ) .

Thank you in advance and best regards

Sebastian

Hallo,

Vielen lieben Dank für die Rückmeldung und dass Sie sich meines Problems widmen. Ich leite Ihnen die E-Mail inklusive aller Screenshots zu dem entsprechenden Fall weiter an die von Ihnen beschriebene Adresse(petronela.k@casino.guru) .

Vielen Dank vorab und viele Grüße

Sebastian

Hi Duke259,

Thank you very much for your update and for confirming that you will forward the relevant screenshots and communication—this is very helpful.

To better assess whether the casino’s interpretation of your bonus winnings is valid, could you please confirm the following:

• When exactly did you make your most recent deposit prior to playing the "Pharaoh's Riches" game?
• Is it possible that all your winnings were accumulated entirely from a free bonus (e.g., from the Bonus Crab), without any of your deposited funds being used during that session?

This distinction is critical in understanding whether the maximum win limit for Bonus Crab promotions (as cited by the casino) should apply to your case—or if, as you’ve mentioned, their general bonus terms for deposit-based bonuses (e.g., point 7.14) should be taken into consideration instead.

Thank you in advance for your reply.

Dear Duke259,

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.

It's been resolved, I've since deleted all accounts!

Hat sich erledigt, habe daraufhin alle Konten gelöscht!

Dear Duke259,

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 (link here). 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,

Petronela

Casino.Guru