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Thieves! I won 400 euros from a bonus after I had wagered it and they never gave it to me! The chat rarely works and when I spoke they told me that I was playing more than 5 euros per spin which is a big lie! Far away!

Κλέφτες!κερδισα 400 ευρώ από μπόνους αφού το είχα τζιράρει και δε μου τα έδωσαν ποτέ! Το chat δουλεύει σπάνια και όταν μίλησα μου είπαν ότι έπαιζα πάνω από 5 ευρώ το σπιν που είναι μεγάλο ψέμα! Μακριά!

Dear Player,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. I checked the casino rules and found this:

There is a maximum bet amount per round using Bonus Funds equal to $/€5

Our position is closely explained in Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#max-bets:

The max bet rule is, in fact, an industry standard, just as the fact that a casino has the right to seize the player's winnings from bonus play after breaking this rule. We prefer not to go against industry standards by penalizing casinos that use the maximum bet rule against players from time to time.

However, if you feel like you have been accused mistakenly, feel free to forward me your game history, together with a link to the specific bonus that you redeemed and played, or any supporting evidence. My email address is [email protected]

If there is any other relevant communication between you and the casino, please send it as well.

Thank you in advance for your reply.

Best regards,

Tomas

I haven't exceeded the maximum amount per round and they can see it from the history! I told them to send me the history that proves it but they didn't!

Δεν έχω υπερβεί το μέγιστο ποσό ανά γύρο και μπορούν να το δουν και από το ιστορικό! Αυτό τους έλεγα να μου στείλουν το ιστορικό που το αποδεικνύει αλλά δεν το έκαναν!

Thanks for your reply.

Could you please share your communication with the casino regarding the issue?

Please include the communication regarding the allegations of breaching the maximum bet and your attempts to request a gaming history from the casino.

My email is [email protected]

Dear doritoni,

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 have sent you an email. The history is too long and the chat has been deleted!

Σας έχω στείλει email. Το ιστορικό είναι πολύ μεγάλο και το chat το έχουν διαγράψει!

Thanks for your reply.

• Have you requested your game history in the .csv or similar format so it can be easily reviewed?
• Have you requested it from a live agent?
• Have you contacted the casino at their support email address at [email protected]?

Please let me know.

I have requested the history from a live representative and they did not give it to me! I will now request it through the support email and will update you

Εχω ζητήσει το ιστορικό από ζωντανό αντιπρόσωπο και δεν μου το έδωσε! Θα ζητήσω τώρα και στο email του support και θα σας ενημερωσω

Thanks for your reply.

If you don't manage to receive the game history, kindly save and forward the relevant communication between you and support to my email at [email protected]

Looking forward to your reply.

Dear doritoni,

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,
Tomas
Casino.Guru