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My winnings suddenly disappeared in the middle of the game and my balance showed 0€. When I logged out, I only had 90€ left in my balance. I don't understand how this happened when the wagering requirement was met. I deposited 30€ with a 250% bonus.

Voittoni yhtäkkiä hävisivät kesken pelin ja saldo näytti 0€. Kun kirjauduin ulos oli saldossani vain jäljellä 90€. En ymmärrä miten noin kävi kun kierrätys täyttyi. Tallensin 30€ 250%bonuksella.

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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.

• Could you please send me a link or a screenshot of the bonus offer you activated and played with?
• Have you checked whether the bonus you played with included a maximum winnings cap? If so, what was the maximum allowed amount?
• Was your balance reduced to €90 immediately after you completed the wagering requirements of the bonus?

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

I can't access my account anymore. The winning limit was 10x deposit and the money disappeared as soon as the withdrawal limit was full.

En pääse enää tililleni. Voittokatto taisi olla 10xtalletus ja rahat hävisivät heti kun nierrätys tuli täyteen.

Thank you for the clarification. Did you reach out to customer support to ask about the reason why your winnings were confiscated and your account was blocked? If so, kindly forward me the communication that could be relevant to the investigation of your case to veronika.f@casino.guru.

Dear Marylili,

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