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I received the merry spinmas 80 free spins, and the madness award of 60 free spins. I completed the wagering on both and decided to cash out at $1900 as the spinmas withdrawal max limit was 2000. My claim was declined- I contacted support and questioned it. I was informed that I needed to upload more documents. This continued over several emails and messaging on the support page. Over and over I was told I only need to upload documents. Eventually my documents were verified. I received an email to state due to bonus requirements from the madness awards that my winnings of 1424.40 are now confiscated. I remade contact asking why I wasnt notified of this before submitting the request, as each time I submitted a withdrawal I contacted support to ensure I was completing it correctly. I keep getting the same email regarding the madness award requirements, rather than my questions answered.

Dear Phaz,

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 the casino didn't explain why your winnings were confiscated? Could you please post a screenshot of your bonus history here in this thread?

Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it 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,

Kristina

Dear Phaz,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.