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I had played through my play through amount, and I cashed out at 200, but they canceled my withdraw. I had done all steps as instructed verified my identity, face scan, and bitcoin wallet deposit everything was approved before I done the withdraw and they cancel my withdraw and take all the money from my account now my balance is 0. With no explanation or anything just took the money I had won. This is a fraud or scam or something going on at this casino. Someone needs to investigate as I see im not the only one this has happened to. There is no way to speak to anybody it says chats available but its not

Dear adc081484,

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.

• Do I understand correctly that your entire winnings were accumulated from a free bonus?
• Have you activated any free bonuses in this casino previously?
• Was your account fully verified?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

Meanwhile, I have checked the general bonus terms and conditions, and this is what I found (here):

No Deposit Bonuses (Free Chips, Free Spins)

Unless otherwise stated, the maximum withdrawal amount from any No Deposit Bonus is 1 time the face value of the bonus, with a minimum of $100. All free chips valued below $50 will come with a cash-out limit of no more than, nor less than, $100.

It means that if your entire winnings came from a free bonus, you would be entitled to a maximum cashout of $100.

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 adc081484,

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.

We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.