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I take deposit bonus , also here at casino guru is show unlimited cashout from deposit bonus , after I make sucseful wagering they toook 6100 eu of my account and just left me 620eu, I was playing at rules my max bet was 4 EU , they said after that that is max cashout for me.please halp , that is unfar!!!

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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 send me a link or a screenshot of the bonus you activated and played with?
• Could you also kindly send me the communication between you and the casino customer support regarding the cap applied on your winnings? My email address is veronika.f@casino.guru.
• Have you made any successful withdrawals from this casino before?
• Have you passed the full KYC verification at this casino?

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

I send you proves of love chat with support and live chat also with financial depertament, I never have before cashout there because I m

new player, also never have withdrawal before , my balance was 6700 or 6800 at suceserul wagering time and casino just took away 6100 eu and Left me 620 eu at my account , I activated bonus from my bonus section at my profile on casino I confirm that the bonus was activated by me directly from my casino account, specifically through the Bonus section of my user profile.

During the communication, I only mentioned or asked about the maximum bonus amount, not the maximum cashout amount.

Also have proves of that action I send you at e mail

Thank you for your email.

• Could you please clarify whether the Bonus Terms were displayed in your player profile while the bonus was active?
• Additionally, could you please send me a screenshot showing how active bonuses are displayed in your profile? Are you able to see any additional information there regarding the bonus rules or specific conditions?

Thank you, and I look forward to your reply.

Yes I can show you an example of bonuses there - REMINDER this is not same bonus is just an exmp from them page - because right know I dont have any avlavible any bomuses at my profile right now so this is for exmp screenshot (from before ) free spins bonus -at the bonus page -bonus section at profile of free spins ,was just write how much is minimum deposit for activated bonus and how much is bonus up to and wagering x40 ,also I read cearfuly terms and condition and they don’t mentoid max cashout from Deposit bonus they just mentoid maximal cashout from free spins and NO deposit bonus ,my bonus was CASH bonus from my deposit.If you wish I can send you screnshoost from there terms & condition

wagering was x40 (I m not sure but I think something like that )

bonus up was 500 eu (I think ) thats all what was write

exmp of bonus from free spins -

Hello boka1993,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear boka1993

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Peter (peter.c@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Thank you

Hello there,

Thank you boka1993 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask GoKong 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!