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Hello, I was credited with a cash bonus of 180€ and then I won 21,000€. Now I wanted to pay out the amount. Now they simply deducted 20,000€ from me because I can't pay out the amount. I can only pay out 200€.

Hallo mir wurde eine geldbonus von 180€ gutgeschrieben und habe dann 21.000€ gewonnen jetzt wollte ich mir den Betrag ausbezahlen jetzt habe sie mir einfach 20.000€ abgezogen da ich den Betrag nicht auszahlen kann ich kann mir nur 200€ ausbezahlen

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 activated and played with? Was it a deposit bonus or a free, no-deposit bonus?

Have you checked the Bonus Terms and Conditions before accepting the bonus to see if there is any maximum limit on the amount that can be transferred to your real-money balance after you complete the wagering requirements?

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

Best regards

Veronika

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There was a credit of 180€

Es waren 180€ Gutschrift

Please specify which of these bonuses you activated and played with that resulted in winnings of €21,000. We need the exact name of the bonus in order to review the Terms and Conditions associated with it. Kindly note that bonuses often include a cap on maximum allowed winnings, which could explain why such a large amount was deducted from your balance.

Additionally, please confirm whether the €180 was received as a deposit bonus or as a free bonus without any deposit.

Finally, I kindly ask you to forward all communication you have had with the casino regarding this matter at veronika.f@casino.guru, so that we can review the details more thoroughly.

Thank you for your cooperation.

Hello it was a free bonus of 180€ so no deposit

it was this bonus

Hallo es war ein gratisbonus die 180€ also sprich ohne Einzahlung

es war dieser Bonus

Thank you for your reply. How did you receive this bonus? Did you receive a bonus offer via email, or was it given to you by chat support?

According to the General Terms and Conditions:

7.9. The maximum winnings/profit from No-Deposit Free Spins, all No-Deposit bonuses and all additional bonuses to Achievements allowed for withdrawal, is limited to €50 or currency equivalent unless stated otherwise. We reserve the right to reduce your balance to an amount exceeding the aforementioned €50 winning limit from No-Deposit Free Spins and bonuses. This reduction may occur immediately after a win or upon your request for withdrawal of the corresponding winnings. In order to withdraw winnings from the free bonus, you need to make 1 successful deposit.

Have you received any notifications or special terms stating that your winnings would be capped at 200€?

Dear Fabiansieodjeidb,

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.

Hello, I was credited via chat that I would receive the bonus and whether I would like to accept it

Hallo er wurde mir per Chat gutgeschrieben das ich den Bonus bekomme und ob ich den annehmen möchte

Do you have any screenshots or chat transcripts of that conversation with customer support? Have you inquired about the bonus terms before you accepted the bonus?

Hello, unfortunately I don't have a screenshot or anything else and I didn't inquire about the bonus, I just clicked on it and activated it. Can you possibly contact the operator because I unfortunately didn't get any response from him and the 21,000€ were simply deducted from my account

best regards

fabi

Hallo leider habe ich keinen Screenshot oder sonst was und ich habe mich auch nicht erkundigt wegen dem Bonus habe einfach draufgeklickt und aktiviert können sie eventuell den Betreiber kontaktieren da ich leider keine Rückmeldung von ihn bekomme und mir wurden einfach die 21.000€ abgezogen von dem Konto

lieb grüße

fabi

Dear Fabiansieodjeidb,

Unfortunately, without any concrete evidence, such as screenshots, chat transcripts, or written confirmation of special terms that would override the general bonus conditions, we are unable to proceed further with your complaint.

As mentioned earlier, according to the casino’s General Terms and Conditions, winnings from no-deposit bonuses are capped at €50 unless stated otherwise. Since the casino awarded you the winnings of €200 and you have not provided any proof of different or exceptional terms being applied to your bonus, we must conclude that the casino acted within its stated rules.

Regrettably, due to insufficient evidence, we are forced to reject this complaint.

Thank you for your understanding.

Best regards

Veronika