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Yes I am complaining because the conversation I just had with a representative consisted of answers like this

"I would suggest not withdrawal yet as mix fundsss"

"I'm confused I have completed my playthrough requirements for each of the bonuses I have ever used, I have not ever withdrawn before but I have deposited over 200 dollars into my account and successfully completed THOSE playthroughs as well and if I am not supposed to withdrawal now, when am I supposed to?"

"One moment pls"

5 to 7 minutes later I write a ?

"Let me check for you"

"Yeah that would be helpful thx"

(Duh??? So she hadn't even looked at my account before telling me not to make a withdrawal with NO reason)

Comes back 5 to 7 minutes later again

"There are mixed funds so I have to clear and reset the account. But I give you free 100 chip"

That completely upset and infuriated me i have spent hours and over 200 and days full of hours getting to just this 969 I had in my account prior to submitting a withdrawal for 920 dollars acknowledging I would have to pay a fee for the check to get to me. And she is about to wipe my account out and offer me some free chip with strings attached?

I explained.

"OK I give u 200 free chip"

This is ridiculous!! I submitted my withdrawal request and decided to take it up with someone else and I wrote in the form and emailed them both of those. Wtf is going on with this place seriously??? There are NO reasons when my bonuses say "completed" and I've deposited and finished playthrough that they should be able to do this. I've read the T&C!

Dear Shawn62,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem but I’m afraid, I will need more information and details. Have you been accused of breaching the rule regarding mixed funds? Could you please forward your game and cashier histories along with any relevant communication 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

Dear Shawn62,

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 further investigation or suggest possible solutions.

The player can reopen this complaint anytime.