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I deposited 15 euros and they gave me 150 euros in bonuses and I kept betting. When I tried to withdraw 1000 euros, they said it wasn't possible and only 700 euros when the transfer was up to 1000 euros. In the meantime, I canceled the bonuses and they withdrew 150 euros and canceled the withdrawal even though there was already a lot of bets. When I went to withdraw 700 euros again, they withdrew 150 euros again with the withdrawal completed.

Which according to them was canceled and only put 150 euros of the bonus k had already been canceled 2 times when I reached 3000 euros. They don't return the 150 euros wagered

Depositei 15 euros deram 150 em bônus fui apostando quando tentei levantar 1000 euros disseram k não era possível somente 700 quando por transferência era até aos 1000 entretanto cancelei os bônus retiraram 150 euros e cancelaram o levantamento apesar de já haver muita aposta quando fui levantar novamente 700 euros retiraram novamente 150 euros com levantamento concluído

Que segundo eles foi anulado e somente colocado 150 euros do bônus k já tinha sido anulado 2 vezes qd atingi 3000 euros. Não devolvem os 150 euros apostados

Dear Car80,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

I initially deposited 150 euros and I canceled the bonus and they withdrew my winnings even though there was a withdrawal that had been completed.

Foi depositado inicialmente150 euros cancelei o bônus retiraram me os ganhos embora haja um levantamento concluído k desapareceu

Dear Car80, please allow me to ask you a few questions, so I can understand the whole situation completely.

Could you please specify which bonus you used when you made your deposit? Details like the bonus name, terms, or a screenshot would be very helpful for us to fully understand the situation.

Could you please explain why you decided to cancel the bonus? Did you consult with the casino support team before canceling it, or did they instruct you to do so?

Could you please share your communication with the casino? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Hello good morning

What they said is that I had to bet 35 times and that happened when I requested the withdrawal I canceled the bonuses because otherwise they wouldn't let me withdraw ... To my amazement they wouldn't let me withdraw and they kept 550 euros.

Ola bom dia

O que disseram e k tinha k apostar 35 vezes e isso aconteceu quando solicitei o levantamento anulei os bônus pq senão não deixava levantar ... Para meu espanto não deixaram efetuar o levantamento e ficaram com 550 euros

Dear Car80, I still haven’t received the key details I requested earlier:

• The specific bonus you used (bonus name, promotion terms, or any related screenshots).
• A copy of your communication with the casino (chat or email), especially regarding the cancellation of the bonus and the explanation for withholding €550.

Without this information, it’s very difficult for us to understand what happened and properly address your complaint. Please send the necessary details either here or to my email: dominika.l@casino.guru.

Hello, I'm blocked. I requested everything by email.

Thank you

Ola estou bloqueada solicitei tudo por email

Obg

Dear Car80, do you have any updates? I have not received any emails from you.

Dear Car80,

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,
Dominika
Casino.Guru