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I made a deposit played that out then redeemed a token played the amount required out that left me 250 that I could withdraw so I verified all my ingor they wanted waited 5 days for an email saying it had been denied which is crap

Dear justinkrosp03,

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. Do I understand correctly that the casino confiscated your winnings? Or was your withdrawal canceled and winnings returned back to your balance?

Also, do I understand correctly that you accumulated these winnings with a bonus?

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

Best regards,

Kristina

Yes they took my winnings and I had made a deposit which is what I won the money on

Thank you for your reply, justinkrosp03. Could you please clarify whether or not you played with a bonus?

Have you received any explanation regarding this situation from the casino?

Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Thank you in advance.

They say because I used multiple free chips but then only ones I've ever used are the daily free ones they send me via email this is what they sent me

I am sorry, justinkrosp03, but if you played with two (or more) free chips or free spin bonuses without making one raw deposit in between, there is not much more we could do here. The vast majority of casinos prohibit such action, and we cannot punish the casino for confiscating winnings accumulated this way.

Please, let me know if there is anything else I could help you with, or if I have overlooked something, otherwise, I will be forced to reject this complaint. Thank you for your understanding.

But that's the thing I did make a deposit between using the free bonus or whatever I only used one free thing after I had made a deposit with my credit card

Would you be so kind as to post here (or sent via email) screenshots of your bonus history and cashier/deposit history? Thank you in advance.

Could you please also post here the bonus history from the 8th of June to the 16th of June? Thank you in advance.

Dear justinkrosp03,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond to your complaint in the given time frame, or don’t require any further assistance, we will reject it.

What do I need to do from here

Could you please also post here the bonus history from the 8th of June to the 16th of June? Thank you in advance.

Dear justinkrosp03,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond to your complaint in the given time frame, or don’t require any further assistance, we will reject it.

Unfortunately, we’re forced to close this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.