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Wagering requirements not met, however before i played non allowed games(bonus dueces wild) i checked with Customer Support, and was assured i had played through. Took 3 weeks in all to have my account verified and then to have my payout processed and declined, i know the rules and always check before i have played through, i'll never play in this casino again👎👎👎👎👎

Dear Cherry,

Thank you very much for submitting your complaint. I’m sorry to hear about your confiscated winnings.

Could you please advise which exact bonus you have played? Please forward its specific link, bonus name or the activation code. Please understand that until you place a request for a withdrawal your bonus is active; hence, all the bonus rules must be followed.

We would like to see casinos implementing systems that would prevent players from placing bets on restricted games, but, unfortunately, this is not a standard practice yet.

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

Best regards,

Petronela

12/08/2020..SHADOW VIP

Dear Cherry,

Have you completed the wagering requirements or not? Could you please forward your game history? My email address is petronela.k@casino.guru. 

Dear Cherry,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

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

The player can reopen this complaint anytime.