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Hi, I took advantage of the "200 FREESPINS" promotion by depositing the required amount. After receiving the free spins, I won €22.50 on the designated slot machine. I then wagered the money I initially won on Aviator, reaching about €13.50. Since I could subsequently withdraw it only via bank transfer and not via cryptocurrency (the method I had used to deposit), I wagered this €13.50 on Crazy Time, winning €60. I initiated a cryptocurrency withdrawal request for my deposit of about €15 in Litecoin, and another withdrawal request via bank transfer for the €60 I won on Crazy Time (not bonus funds, but rather funds I had wagered and won). The bank transfer withdrawal was cancelled because they requested documents, which I promptly sent to the site. The crypto deposit withdrawal was successfully processed. I then attempted to withdraw the €60 I had won via bank transfer. The withdrawal was cancelled again and my funds were stolen (it was not bonus money, but I won it)

Salve, ho usufruito della promo "200FREESPINS" depositando l’importo richiesto. Ricevuti i free spin ho vinto 22,5€ sulla slot preposta. A questo punto ho giocato i soldi vinti inizialmente si aviator arrivando a circa 13,5€, successivamente potendoli prelevare solo tramite bonifico e non attraverso le crypto (sistema con cui aveva depositato), ho giocato questi 13,5€ sul crazy time vincendo 60€. Ho avviato la richiesta di prelievo crypto per il deposito da me effettuato di circa 15€ in litecoin e un’altra richiesta di prelievo tramite bonifico bancario per i 60€ vinti al crazy time (non fondi bonus quindi, ma da me giocati e vinti). Il prelievo tramite bonifico è stato annullato perché sono stati richiesti dei documenti, che ho prontamente inviato al sito. Il prelievo del deposito crypto è stato correttamente eseguito. A quanto punto ho provato a riprelevare i 60€ vinti tramite bonifico. Il prelievo è stato nuovamente annullato e mi sono stati sottratti i fondi (non erano soldi bonus, ma da me vinti)

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Hello,

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.

• Have you made any deposits or withdrawals between the wagering of the bonus funds and the capping of the winnings?
• Could you please provide a link or a screenshot of the bonus that you activated and played with?
• Has the casino offered any explanation regarding the reduction of your winnings?

I hope we will be able to help you resolve this issue as soon as possible.

Thank you very much in advance for your reply.

Best regards,

Attila

The bonus was playthrough 1x, so it only needed to be played once. Withdrawals were requested upon completion of the playthrough, which was more than satisfactory. I've attached the bonus and the reason for the replay.

Il rigioco del bonus era 1x, quindi occorreva rigiocarlo una sola volta. I prelievi sono stati richiesti al completamento del rigioco, che è stato abbondantemente soddisfatto. Allego bonus e motivazione

Thank you very much for your reply. To better understand your situation, please allow me to ask you a few questions:

• What types of games did you play while the bonus was active? Did you mainly play one game, or did you switch between multiple games?
• Kindly describe your gaming style in more detail (for example, bet sizes, frequency of play, or any noticeable changes during the bonus play).

Thank you in advance for your reply.

Best regards

Attila

The free spins had to be used on a slot called "snoop dog", I played the winnings on aviator and then subsequently made a bet of around €2 in total on crazy time

i free spin andavano usati obbligatoriamente su una slot che si chiamava "snoop dog", la vincita l’ho giocata su aviator e poi successivamente facendo puntante da circa 2€ complessivi sul crazy time

Hello Owskybet,

We would like to update you that due to Attila, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Attila has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Attila will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Hi, the next 7 days have passed, but I haven't received any more feedback.

Salve, i 7 giorni ulteriori sono trascorsi, ma non ho ricevuto più alcun riscontro

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Martina (martina.b@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Attila

Dear Owskybet,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite 5bet Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case?

Thank you in advance for providing the information.