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I did win 100 euro on the deposit wheel. 

After the waggering was done. My balance was set from 1200 to 800

But the max win from the bonus according to my vip manager was higher. So the balance should not be reduced… 

In the screenshots I send you. You can see my balance jump from 1208.48. To 883.52

With a 5 euro bet. That's not possible.

So my vip manager did send this case to the game provider. 

But it's not the game provider who did adjust the balance it was the casino.

So I want back the 325 euro that was taken from me in that one bet. 

so after losing 2200 euro this week

i got back that 325 euro. But this time as a loyalty bonus with waggering …. It was not bonus funds in the first case since the waggering was done.

i just want this funds back without waggering since it was mine in the first place.

They are making all kind off excuses and it goes even futher than this. But that Will be off-topic

In the screenshot you can see how my balance was set back from 1200 to 890 ish

the casino teams says the case is solved since they added the balance as a bonus. But it should be real money balance. And that bonus was added on my losses i think.

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Dear Amnesys, Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward any supporting evidence, such as screenshots or videos, possibly your game history with the exact time of the incident along with any relevant communication to attila.g@casino.guru? Have you stopped playing right after the incident?

Meanwhile, please check our article explaining "How slot machines are programmed" https://casino.guru/how-slot-machines-work-math#how-are-slot-machines-programmed and maybe it’ll help to understand how servers communicate with players and what issues might occur on the way. Please understand that without any supporting evidence, we can’t proceed further with this case as it would be close to impossible to confront the casino.

Looking forward to hearing from you. Thank you in advance for your understanding.

Best regards,

Attila

Dear Amnesys,

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.

I did send you an e-mail couple of days ago

Dear Amnesys, thank you for your response.

In order for me to properly asses the issue, could you please share your game history in a format other than forwarded screenshots? I suggest requesting the complete game history directly from the casino in Excel format. The game history should cover the whole of the relevant period: from the moment of the activation of the bonus, until the confiscation of the winnings.

Thank you in advance for your reply.

Dear Amnesys,

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.

They are not providing me this information.

they are just saying my account is restricted and nothing can be done

Thank you for your response. I would greatly appreciate it if you could kindly forward the communication you had with your VIP manager, specifically regarding the indication that the winnings did not exceed the maximum limit and that there was a technical issue within the game.

Thank you in advance for your cooperation.

Here is the screenshot.

but these are there own terms since there website terms and conditions says 10000 euro.

Dear Amnesys, thank you very much for your response. Could you please attach a screenshot of your bonus history? Additionally, could you please forward the communication in which the casino stated that your account is currently restricted?

I look forward to your reply.

I can look back so far

but now again

500 euro won

50 euro leftover just conficated.

Live chat is telling me this is in the t&c which is not

then they told me they forgot to update it and it soon will be updated haha

So that an other 450 euro conficated.

and now it’s only discussion avoiding questions etc

maybe its time to invite someone from that broken place even thought i did ask to close my account already.

I still want my winings back

Thank you for your response. I have reviewed all the information and evidence you have provided, both in this thread and via email. It seems we may be straying from the core of the issue. Therefore, I kindly ask you to specify the exact nature of your concern. Could you please clarify which particular issue your complaint pertains to? We are unable to proceed without this clarification.