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I made two separate deposits into my casino account. One deposit was made without claiming any bonus, while the second deposit was made specifically to claim a bonus. Later, I chose to deactivate the bonus, which was an option provided by the casino. As a result, I accepted the loss of the bonus, the free spins, and the deposit that was used to claim the bonus.

However, despite this, the casino has also restricted and withheld my remaining funds that were completely unrelated to the bonus. These funds were deposited separately without any bonus attached. Every time I submit a withdrawal request for these funds, it is cancelled without a valid explanation.

Since I already accepted the forfeiture of the bonus-related deposit and benefits after deactivating the bonus, there is no reasonable basis for withholding my separate, non-bonus funds. The casino's actions appear unfair and unjustified.

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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.

• Did you make your first deposit without activating any bonus? Did you lose the entire deposit before making your second deposit with a bonus?
• Could you please send me a screenshot of the bonus you activated with your second deposit?
• How much of the wagering requirements had you completed when you decided to cancel the bonus?
• After activating the bonus, was your balance displayed as a separate real-money balance and bonus balance, or was the entire balance shown as one amount?
• Did you activate any free bonuses while playing with your second deposit?

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

Yes, my first deposit was made without activating any bonus. No, I did not lose the entire balance from my first deposit before making my second deposit

The bonus had a 32x wagering requirement, and I had completed only about 1% of the wagering before I decided to deactivate it.

Yes. My real-money balance and bonus balance were displayed separately. When I deactivated the bonus, I understood that I would lose my second deposit, bonus funds, and free spins associated with that bonus

However, after the bonus was removed, the casino also blocked my withdrawal of the remaining real-money balance from my first deposit, which was not related to the bonus. This is the issue I am complaining about.

No. I did not activate any additional bonuses while playing. I only activated the deposit bonus at the time of making my second deposit.

I have also attached screenshots showing that the casino support pressured me into claiming the bonus. They clearly told me that my withdrawal would not be approved unless I claimed the deposit bonus.

I also have a screenshot where the support agent acknowledged that I had not originally intended to claim any bonus, but I accepted it only because I was informed that otherwise my withdrawal would not be processed.

These screenshots are important because they show that I did not voluntarily choose the bonus. I accepted it only after being told it was required to withdraw my own funds. Therefore, it is unfair to withhold my remaining real-money balance after I deactivated the bonus and accepted the loss of all bonus-related funds.

Thank you for your reply.

The screenshots of your bonus history show that you activated multiple free spin bonuses. Were these bonuses connected to any deposits, or were they standalone free offers? How did you activate the free spins? Were they available directly in your account, did you receive them through a promotional email, or did you have to enter a bonus code to activate them? Did you activate multiple free spin bonuses in a row without making any deposits in between?

What was the real-money balance in your account before you made your second deposit? Did your account already contain any winnings from free spin bonuses before you made the deposit and claimed the match bonus?

To investigate your case thoroughly, we will need your gaming history in Excel format, covering the period from your first deposit until the moment you submitted the withdrawal request that has been repeatedly cancelled. Please request this file from the casino's customer support via email. Once you receive it, kindly forward it to me at veronika.f@casino.guru.

Dear Rahulka,

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