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Dear hugbearli,

Thank you very much for submitting your complaint. I’m sorry to hear about the problems you’ve experienced with the casino.

To help us better understand and investigate your situation, could you please provide more details on the following points:

• Could you confirm the exact date and time when you made the deposit and received the 200% bonus?
• Have you tried any other games, and did you experience similar issues with crediting or transaction records?

If you have any other relevant communications or documents, please forward them 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 Petronella,

I'll be happy to send you the email with any lost attachments right away.

Thanks

Liebe Petronela,

gerne sende ich gleich die email mit verloren gegangenen Anhängen.

Danke

Thank you very much, hugbearli, for providing all the necessary information. I will now transfer your complaint to my colleague Matej (matej@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello hugbearli,

I am sorry to hear about your troubles.

I would like to invite the casino representative into the case:

Dear casino representative, could you please check the case and explain to us what happened?

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello hugbearli, 

It seems the casino is unresponsive. Let me try reaching out to them through a different method.

Thank you for not giving up Matej,

I think it seems hopeless, my casino account balance has now been set to 0, that is also an answer 🙁

Vielen Dank für das nicht aufgeben Matej,

ich denke es scheint aussichtslos, mein Casino Kontostand wurde mittlerweile auf 0 gesetzt, das ist auch eine Antwort 🙁

Hello hugbearli, 

The casino replied to me via Skype:

The player has informed us that they won more than €20 using the bonus. According to our terms and conditions, the maximum amount that can be won per spin with a bonus is €20. Consequently, even if a player wins more than this amount, our system is designed to credit only €20 per spin, as stipulated in our terms.

We regret any inconvenience this policy may have caused the player. These terms are in place to ensure a fair and consistent gaming experience for all our users. We appreciate your understanding and cooperation in communicating this information to the player.

So basically, the winnings were credited, but only €20 according to casino rules.

(It is quite common that the casino is limiting the winnings from free spins.)

Hello Matej,

hmm, but I played with real money and not free spins and was trying to meet the wagering requirements for the bonus. In all these years I have never had such a limit, I have seen from time to time that casinos say, for example, "A maximum win of 10,000 euros per spin" but 20 euros....?

Maybe you can take another look at this with the casino and if it is serious, mention it here with warnings. I assume that the casino will not be willing to refund my deposit of around 100 euros in Litecoin.

Hallo Matej,

hmm ich habe aber mit Echtgeld und nicht Gratisspins gespielt und war daran die Umsatzanforderungen für den Bonus zu erfüllen. Auch habe ich in all den Jahren sowas nie gehabt das man dann ein solches Limit hätte, ich habe ab und zu mal bei euch gesehen das bei Casinos steht zB "Ein maximal Gewinn von 10.000 Euro pro Spin" aber 20 Euro....?

Vielleicht können Sie das unbedingt nochmal mit dem Casino anschauen und wenn es ernst gemeint ist ebenfalls hier mit Warnungen erwähnen. Ich gehe davon aus, dass das casino nicht bereit sein wird mir meine Einzahlung von etwa 100 Eur in Litecoin zu erstatten.

Dear hugbearli,

The casino presented evidence that your balance comes from winning spins from bonus money, which had a cap of €20. Such a cap on free spins is pretty common, especially when the spins are just something extra.

Here are some examples:

I understand that this is not what you hope for; unfortunately, in this case, the casino is right.

Hello Matej,

I find that strange, because I played with the bonus money and had a balance of 300 euros. But well, that's just how it is.

When I submitted the complaint, I had a balance in real money and bonus money, both of which were reset to 0 - can the casino simply delete my balance or can you ultimately ensure that the real money is restored?

Hallo Matej,

das finde ich seltsam, weil ich ja mit dem Bonusgeld spielte und umgerechnet 300 Euro Guthaben hatte. Aber gut, dann ist es halt so.

Ich hatte bei Einreichen der Beschwerde ein Guthaben in Echtgeld & Bonusgeld, beides wurde auf 0 gesetzt - darf das Casino mein Guthaben einfach löschen oder können Sie abschliessend erwirken das man das Echtgeld wiederherstellt?

Dear hugbearli,

I spoke with the casino representative, and your balance disappeared because the bonus expired. The casino has reinstated your balance, so you can continue playing.

Please confirm that everything is now correct so we can close the case. 

Remember that bonuses have an expiration time.

Hello,

Thank you very much, the 107 EUR in LTC are back in my account. You can close the complaint now! 🙂

I wish you a pleasant Sunday and a nice start into the new week.

Hallo,

vielen Dank, die 107 Eur in ltc sind wieder auf dem Konto bei mir. Sie können die Beschwerde nun schliessen! 🙂

Wünsche Ihnen einen angenehmen Sonntag und schönen Start in die neue Woche.

Dear hugbearli,

I’m really pleased to hear that your issue has been resolved. I'll go ahead and mark your complaint as 'resolved' in our system. Thank you for confirming the outcome. If you ever face any challenges with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re always here for you. 

As you know, our services are completely free, and we don’t accept any gratuities. But if you could spare a moment to share your experience with our services on Trustpilot, it would mean a lot to me. Here’s the link: https://www.trustpilot.com/evaluate/casino.guru. Your honest review and any suggestions for how we can improve would be incredibly valuable, not just for us, but also for others who might need help with online casino-related issues. 

Thank you so much for your time. 

Best regards, 

Matej

Casino.Guru