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I put in 600 euro.

first time they took like 200 euro away because i did a withdraw i asked why is that and they tell me it was not true so i leaved it because i thought i did something wrong. The second time i wqs getting q mittle bit mad.

the first time i did a withdraw of like 370 euro. Second time a little bit less like 150? They blocked me, dont respond to me and i can’t check anything. I want my 600 euro back that i put in this account. The withdraw i don’t want. I want it real quick please

Dear Ydj123,

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 understand the whole situation completely.

• Could you please advise how long ago you registered your account and if you’ve completed the account verification successfully?
• Which games you’ve been playing (live casino games, slots, or sports betting)?
• Were your winnings accumulated with or without an active bonus, please?

If there’s any relevant communication, please forward it to petronela.k@casino.guru. 

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

Best regards,

Petronela

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a joyful, successful, and healthy new year 2024, and we will get back to you as soon as possible.

Hello

i put 600 euro of my own money.

i can’t see how much i withdraw but it was like around 500?

i chatted with them because i was playing slot games only and i didnt receive bonusses and they told me there was ni problem when i asked them why after withdrawing my money was at 0 euro. They took 2 times like 200 euro. I didn’t understand. But then i wanted to log in with my iphone and macbook and i had no longer access. I had my account like 1 week. They took my own money and money i have won. Also with active bonusses but also without bonusses. The withdraw i can’t see if i will receive but i’m worried because my account is closed and they ignore me

Hi Ydj123,

• Could you please advise if you’ve completed the account verification successfully?
• I'm sorry, but I don't understand if your winnings were accumulated with or without an active bonus. Have you activated any promotional offer when placing your last deposit?

Thank you.

Dear Ydj123,

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 we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.