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I played o. The site and I won 800 from the bonus which I played by the full and the limits it had. Then I deposited another 100 and played and won 2300 total 3100. Now they are saying I've only won 1000 and reject the rest of the withdrawal.

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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 used to win 800 AUD? Were your winnings automatically capped to the maximum allowed cashout after you completed the wagering requirements?
• Have you activated another bonus with your 100 AUD deposit? If yes, please also send a link or screenshot of that bonus.
• Additionally, could you please provide a screenshot of your bonus history from your casino account?
• Have you contacted the casino customer support to ask why your winnings were reduced to 1,000 AUD?
• Finally, could you confirm whether you were able to successfully withdraw the initial 800 AUD you won with the 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

Dear Khai,

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.

Hi

Sorry i didnt see the message but I'll reply now.

I have attached the 2 withdrawal they have cancelled. For the bonus I got a $50 and played it and won over 800 but I withdraw 800.

For the deposit i didn't get any bonus with it or use any codes. That was just my money.

On the site I can't see or view any previous bonus history.

I did contact them multiple times but they just keep saying it was the bonus and not going to give me the 2300.

No i couldn't they just changed the balance to 1000 and I played that because I was angry with the site.

Thanks

Thank you for your reply. Could you please forward me all the communication between you and the casino customer support regarding the cap applied to your winnings at veronika.f@casino.guru?

Hi i have sent the email

Thanks

Hello Khai,

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

Hi

Ok i hope this gets resolved soon and I can have my money.

Thank you

Thank you for your email and for your patience while I was away from the office.

Please request the casino to send you your gaming history in Excel format, starting from 19 May, when you made your last deposit, up to the moment you generated the winnings from the VIP bonus and attempted to withdraw them. Once you receive this file, please forward it to me at veronika.f@casino.guru. Thank you for your cooperation.

Dear Khai,

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,
Veronika
Casino.Guru