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Good evening, I deposited 20 euros and received an additional 20 euros as a signup bonus. Before using the bonus money, I won 600+ euros. I sent a message to chat asking if I could make a withdrawal and, if I cancel the bonus, how much money I would lose. They told me I would lose the 20 euros from the bonus. So, I canceled the bonus and lost the 20 euros, withdrew the 600 euros and then continued to play for a bit, reached 35 euros and logged out. The next day, I logged in to find that my withdrawal had been canceled and they had left 20 euros in my account. I have photos and the chat logs to prove it.

Καλησπέρα σας είχα βάλει 20 ευρω και μου έδωσαν αλλά 20 ευρω σαν μπόνους εγγραφείς . Πριν παίξω τα λεφτά του bonus κέρδισε 600+ ευρω . Έστειλε μήνυμα στο chat να ρωτήσω αν γίνεται να κανω ανάληψη και αν ακύρωση το bonus πόσα χρήματα θα χάσω μου είπαν οτι θα χάσω τα 20 ευρω του bonus . Οπότε έκανα ακύρωση του bonus και έχασα τα 20 ευρω , έκανα Ανάληψη τα 600 ευρω και μετα συνέχισα να παίζω για λίγο έφτασα στα 35 ευρω και βγήκα μετα .. Την επόμενη μερα μπήκα και μου είχαν ακύρωση την ανάληψη και μου είχαν αφήσει στον λογαριασμό 20 ευρω . Τα έχω σε φωτογραφίες και έχω και τις συνομιλίες

Dear Hucker,

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.

How did you accumulate your winnings of over €600?

Did these winnings come from your deposits, specifically from the €20 deposit?

Could you please share your communication with the casino? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

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,

Dominika

Dear Hucker, could you please request your game history in Excel format from the casino? Forward the game history together with a link to the specific bonus that you redeemed and played. My email address is dominika.l@casino.guru.

Dear Hucker,

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

Good afternoon, I no longer have access to my account. Before I found out about you, because I didn't go out much and because I was angry, I had asked them to close my account and delete my personal information. I have this here if it helps.

Καλησπερα σας πλεον δεν εχω προσβαση στο account μου . Πριν μαθω για εσας επειδη δεν εβγαζα ακρη και επειδη ειχα νευριασει ειχα ζητησει να μου κλεισουν το account και να σβησουν τα προσωπικα που στοιχεια . Εχω αυτο εδω αν βοηθαει

Dear Hucker, what happened to the €20 that was left in your casino account?

Because I would have had to send my details and I didn't want to, with everything that happened, I got on my nerves and just never logged in again.

Επειδη θα χρειαζοτανε να στειλω τα στοιχεια μου και δεν ηθελα με ολο αυτο που εγινε τα επαιξα μεστα νευρα μου και απλα δεν ξαναμπηκα ποτε

Dear Hucker, am I correct in understanding that you did not want to undergo a verification?

I had done the normal verification before making the withdrawal, then they asked me for other extra information, but after what had happened, I didn't want to send any more information.

Ειχα κανει κανονικα επαληθευση πριν κανω την αναληψη μετα μου ζητησαν και αλλα εξτρα στοιχεια αλλα μετα απο οτι ειχε γινει δεν ηθελα να στειλω αλλα στοιχεια

Dear Hucker, I need to clarify a crucial point regarding your request for assistance. Since you have requested the closure of your account and the deletion of your personal details, the casino is no longer able to provide us with your game history or any additional information about your account. This means that we are currently unable to move forward with resolving your complaint.

Unfortunately, by opting to delete your personal information, you have effectively closed the door on any potential resolution we could have pursued on your behalf. Without the necessary game history, it’s challenging for us to investigate your case further or advocate for you with the casino.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.