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I deposited 20 BGN with a bonus and 20 BGN from the casino, I made 277 and it didn't let me withdraw them and there was a cancel button without reading the button, when you refuse, you lost everything and from 277 it became 0 BGN, from the chat they said that they will not refund me anything, please help for me it is a lot of money and without any warning that I will lose everything they disappeared and said that you had read the terms and conditions and the button was pressed without any warning that I would lose the entire balance

Депозирах със бонус 20 лв и 20 лв от казиното направих 277 и не му даде да ги тегля и имаше бутон отказ без да прочета при отказ бутона си губил всичко и от 277 станаха 0 лв от чата казаха че няма да ми възстановят нищо моля ви помогнете ми за мен са много пари и без никакво предупреждение че ще изгубя всичко изчезнаха и казаха да бил си чел условията а бутона се натисна без никакво предупреждение че губя целия баланс

Dear Sasa223,

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 if the bonus wagering was completed when you cancelled the bonus? Have you tried to communicate this issue with the casino already? If there's any relevant communication please forward it along with your game history to petronela.k@casino.guru.

Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

The killing of the bonus was not finished and I reported to the site, they said that they could not do anything. They did not pay attention to me at all, I wrote several times

Не беше приключило избиването на бонуса и съобщих на сайта казаха че не можели да направят нищо.Въобще не ми обърнаха внимание доста пъти писах

And it was BGN 277

И бяха 277 лв

The bonus was at 80 and a few percent

Бонуса беше на 80 и няколко процента

The support only replied that there was nothing they could do and they were excluding me from the chat

Само ми отговаряше супорта че нищо не можели да направят и ме изключваха от чата

Player's additional comments:

"Hello, so the bonus was at 80 percent and up, then I got confused, I clicked cancel the bonus and there was no warning that I would lose everything. The bonus was 20 BGN for 20 and I made 277, I don't know if any normal person would give up this money, for the correspondence from their website, I probably wrote to their support 5.6 times, they didn't pay attention to me at all and even disconnected me from the website and I called their phone the same thing and wrote an email, there is no answer at all."

Player's additional comments:

"Здравейте значи бонуса беше на 80 процента и нагоре после се обърках натиснах отказ от бонуса и не ми излезна предупреждение че ще изгубя всичко.Бонуса беше 20 лв за 20 и ги направих 277 незнам някой нормален човек да се откаже от тези пари,за кореспонденцията от сайта им сигурно 5,6 пъти им писах на супорта въобще не ми обръщаха внимание и дори ме изключваха от сайта и звънях на телефона им същата работа и писах имейл въобще няма отговор."

I'm truly sorry but if you cancelled your bonus before completing the wagering requirements, there's not much we can do for you. I understand it has been done by mistake and not intentionally, but still, it can't be reversed.

I wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.