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Like any other day, I made a deposit of 100 pesos. For the deposit, I received a bonus of 20 pesos and another of 25. My deposit was reflected in my account, and I started playing. After approximately 2.5 hours, seeing that I had met the bonus requirements, I decided to make a withdrawal. After a few minutes, I received a message stating that my withdrawal request was rejected due to irregularities and arbitrage. At that point, I contacted the casino's customer service, and they told me the same thing. I want to emphasize that I had already made two withdrawals a few days prior. I am attaching screenshots.

Como cualquier dia realice un deposito de 100 pesos . Por el deposito me otorgaron un bono de 20 pesos y otro de 25. Se vio reflejado mi deposito y comencé a jugar . Aproximadamente 2.30 horas. Al ver que ya habia cumplido las reglas de los bonos opte por realizar el retiro, después de unos minutos me llega un msj qué mi solicitud de retiro fue rechazado por irregularidades y arbitraje, en ese momento me comunique con atenta clientes del casino y me dicen lo mismo. Quiero recalcar que ya con anterioridad días pasados ya habia realizado dos ocasiones retiro. Envío capturas de pantalla

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Dear AlexSmith87,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions so I can fully understand the situation.

• Could you please confirm that you have passed the KYC verification?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Please post a screenshot or provide a link to the bonus that you received.
• Could you please clarify how much of your winnings were confiscated?

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

Best regards,

Jean

Good afternoon, of course...

1. They do not require KYC verification

2. Slot machine provider YB

3,798 and they only left the deposit I had made of $100

Buenas tardes claro...

1. No piden verificación KYC

2. Tragaperras proveedor YB

3. 798 y solo dejaron el deposito q yo había realizado de $100

Thank you very much for your reply, AlexSmith87.

Could you please forward all relevant correspondence between you and the casino to jean.s@casino.guru? If it’s more convenient, you may also post screenshots here.

I understand this may take time, so I appreciate your assistance

Dear AlexSmith87,

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,
Jean
Casino.Guru