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The casino has stolen my money for the second time, even though I never activated a bonus. This time, I have black-and-white proof.

I was playing normally, everything was fine, and suddenly free spins appeared. The page reloaded by itself, and the money turned into bonus money, with the free spins gone. This has never happened to me before.

This is a scam.

I want my money back.

This is the second time this has happened! The first time, it was a little over 230 euros.

Das Casino klaut das zweite mal schon mein Geld obwohl ich nie einen Bonus aktiviert habe. Ich habe es sogar diesmal schwarz auf weiß.

ich spielte ganz normal alles gut aufeinmal kommen Freispiele Seite lädt von selber neu und das Geld ist plötzlich Bonus Geld und die Freispiele waren weg? Ich hatte sowas noch nie?

das ist eine abzocke

ich will mein Geld zurück

das war schon das 2 mal!! Einmal waren es etwas über 230 Euro

Dear Jatho123,

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

To help us investigate your case more thoroughly, could you please provide the following information:

• The exact date and time when this incident occurred.
• Screenshots or any other form of proof you mentioned.
• Any correspondence or communication you had with the casino regarding the incident.

If you have any relevant communication or additional documents (including your game history), 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

It even says 01.06 Casino Bonus not activated. I just pressed quit when my money was suddenly converted into bonus money for the 100 free spins. I just deleted it but never activated it because I thought there might be an error and that's why the money was bonus money. And suddenly after that, all the money was gone. This was all on 01.06 around 21:00-21:45

da steht selbst 01.06 Casino Bonus nicht aktiviert. Ich habe lediglich, da mein Geld plötzlich als Bonus Geld umgewandelt wurde bei den 100 free spins auf verlassen gedrückt ich habe es nur gelöscht aber nie aktiviert weil ich dachte das vielleicht ein Fehler vorliegt und deswegen das Geld Bonus Geld war. Und aufeinmal danach war alles weg das ganze Geld. Das war alles am 01.06 ca 21:00-21:45

Hi Jatho123,

Is there any chance that you could request and forward your full game history to petronela.k@casino.guru?

Thank you so much.

I sent it to them

Thanks

Best regards

Ich habe es ihnen geschickt

danke

liebe Grüße

Hi Jatho123,

Could you please download or request your game history from the casino in a format other than screenshots? Arranging multiple screenshots for proper analysis is quite time-consuming, so a different format would be much appreciated.

Thank you.

Dear Jatho123,

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.