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i had a bonus code that give me 100% more i made 675 then remove it back to 50 i won that money fair and square

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Dear woodhawk5,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear woodhawk5,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

No and they said they won’t give me my money

Hello woodhawk5,

Thank you for the update.

To help us better understand the situation and move forward, could you please clarify the following points:

• Did you place the winning bets while the bonus was still active, or after the bonus was cancelled/removed?
• Please confirm whether you manually cancelled the bonus, or if the bonus was removed automatically by the casino.
• At the time you accumulated the C$675 winnings, was your balance marked as real money balance or bonus balance in your account?
• Did the casino provide you with any written explanation stating that the winnings were voided due to bonus-related terms?

If possible, please also provide a screenshot of your balance history or bonus history showing when the bonus was active and when it was removed.

Once we have this information, we will be able to assess whether the winnings should be considered valid and proceed accordingly.

Thank you for your cooperation.

Karla

i cancelled the promotion without knowing it would remove all my earnings,

they said they won’t give me the money back and it was bonus money but i paid 50$ for it

Hello woodhawk5,

Thank you for the clarification. To proceed, could you please confirm the following:

1. When you cancelled the bonus, did the casino display any warning stating that all bonus winnings would be forfeited?
2. After depositing the C$50, was it tied directly to the bonus, or did you also have any separate real-money balance at the time?
3. Did you meet the wagering requirements of the bonus before cancelling it, or was it cancelled while wagering was still in progress?
4. Please confirm whether the casino provided you with a specific bonus rule or clause explaining why the winnings were voided.

If possible, screenshots of the bonus terms or any warning message shown during cancellation would be very helpful.

Kind regards,

Karla

Dear woodhawk5,

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,
Karla
Casino.Guru