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I deposited €150 and bought Joker Streak XL Bonus Buy for €150. The bonus games loaded. It's a coin-based game, so I could see that about €7.50 was already in the free games at the start. Then I got an error message saying "insufficient balance," and I can't play the bonus games. Support says everything is fine, but I can't even use the game on the website anymore, and the €150 is simply gone.

Ich habe 150€ eingezahlt und bei Joker Streak XL Bonus Buy für 150€ gekauft, die Bonus Games haben geladen. Es ist ein Coin Spiel ich konnte also sehen das schon ca. 7,50€ in den Free Games zu beginn standen, dann kam eine Fehler meldung „unzureichendes Guthaben" und ich kann die Bonus Games nicht ausspielen. Der Support sagt es wäre alles in Ordnung, dabei kann ich das Spiel auf der Seite garnicht mehr nutzen und die 150€ sind einfach weg.

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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.

Can you see the bonus buy recorded in your transaction history or your game history?

Please send me a screenshot showing that your 150€ transaction was successful. Also, kindly forward me the communication between you and the casino customer support regarding the issue with your funds at veronika.f@casino.guru.

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 sent

habe ich geschickt

I have been writing to support every day for the past 4 days and they keep saying that the responsible department has been informed, then nobody gets back to me.

Ich schreibe dem Support seit 4 Tagen jeden Tag und es heisst immer wieder das die zuständige Abteilung informiert wurde, dann meldet sich wieder keiner.

Thank you for your email. The screenshot of your gaming history shows that you made a bet of 150€. However, it seems that it was a losing bet, and your balance decreased to zero. Did you make any additional bets after 30 June, 21:42:17?

What you're saying isn't true! In a coin-based game, you can't buy a bonus and win nothing. The free spins started with a €7.50 win and then got stuck!

Well, I topped up my account again and suddenly the bonus buy was playable. It seems you can't buy every last cent of bonus money in this game; you always have to make sure you keep at least €1.20 in your balance so it doesn't get stuck.

I still had to find the solution myself, because support hasn't bothered to this day! I can't recommend this casino to anyone; nobody helps you when you have problems.

Das was Sie schreiben stimmt nicht! In einem Coin Spiel kann man nicht Bonus Buy kaufen und nichts gewinnen. Die Freispiele fingen mit 7,50€ gewinn an und sind dann hängen geblieben!

Naja ich hatte mein Konto erneut aufgeladen und plötzlich war der Bonus Buy Spielbar. Wahrscheinlich kann man bei dem spiel kein bonus buy kaufen bis auf sen letzten cent sondern muss immer schauen das man 1,2€ guthaben lässt damit es nicht hängen bleibt.

Ich musste dennoch selbst die Lösung finden, dennd er Support hat sich bis heute nicht gekümmert! Kann keinem das Casino empfehlen, bei Problemen hilft dir keiner

Thank you for the information. I apologize for the confusion.

At the same time, I am glad to hear that your problem has been resolved. Please let me know if there is anything else we can assist you with, or if this complaint may be closed.

Dear Vabus,

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