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My bonus winnings disappeared!!! Ive included pictures of what happened. It happened 1/23/21 around 12am west coast time on the game sugar pop. I am owed $1100.20

Here's what happened. I made my first deposit yesterday and received the 100 percent casino match bonus. I received $252 in bonus dollars with a $10080 rollover. You can see this in one of the pictures i included I played casino slots and acheived my rollover playing the game sugarpop. At the time I had $1100.20 that should have been converted into regular cash. You can see the $1100.20 balance on the bottom left of the picture where i got the network error message. But instead of the message "congradulations your bonus has been released" when i acheived the rollover i got the message "a network error has occured. Please try again and contract customer support if the problem persists". You can view this in one of the pictures i included. So I logged out of my account and logged back and clicked on my bonus and it shows that I acheived the rollover. If you look at one of the pictures it says i collected $10085. So the bonus should have been released to my cash account!

when i tried to click on one of the bonus games I got another error message which i included in a picture as you can see the message states: "Sorry and error occured during login... and so on.

Please help resolve this for me! I am owed $1100.20.

I contacted the casino and sent them the pictures 2 and a half weeks ago. They sent it to the casino team to be reviewed and that it should take 24-48 hours. Its been more than 2 weeks and it still hasn't been resoloved. I've followed up with them 5 or 6 times and each time they say they are still working on my case. I don't beleive them I think they are just stringing me along hoping that I give up. They gave $25 in bonus dollars for the delay. $25 when they owe me $1100. What a joke!

Dear Keith,

Thank you very much for submitting your complaint and for forwarding the relevant screenshots. I’m sorry to hear about your problem. Could you please forward your game history 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

Thanks for taking the time to review my case.

I am not sure what you mean by "forward My game history" or how to do this

there is no record of any of my bonus play on their website. I lost most of my cash non bonus $200 deposit playing slots on two different occasions. I have history from that play but I’m not sure how to forward it to forward it to you in any manageable way and it doesn’t have anything to do with my case so im a little confused.

If we want to proceed with this case, we will need supporting evidence that you had a certain balance in your account and would like to claim it back. Do I understand correctly that the play is not recorded in your account? Have you tried to request it from the casino? Looking forward to hearing from you. 

I don’t think you are clear on the nature of what happened to me.

so the bonus balance never made it to my real money account because of the system error and the casino says they have no record of the bonus play.

The bonus money is separate and it becomes real money once you reach the rollover. I reached the rollover with $1100 in bonus left and instead of that money being transferred into my account I got a system error message and the $1100 disappeared.

the pictures I sent you show what happened. And if you look at the other 2 pictures below it shows that the rollover has been reached.

I think they know that they owe me they have just decided to do nothing and ignore me. The proof is in the pictures I included. The sent me 6 or 7 emails saying that they are working on my case but I don’t believe them. They are polite in the emails and I could forward those to you?

i don’t believe the casino can provide me with any records to help prove my case.

i mean I guess I could have them forward me all of my records to show that I never got the $1100. But I don’t think they are going to deny that I never got it. Deposited $200 in real money in order to get the $200 bonus which is separate from the real money account. The bonus money becomes real money once the rollover is reached. I gambled and lost most of the $200 in my real money account but that is not the money in question.

Thank you, Keith, for the clarification. Please forward any relevant communication to petronela.k@casino.guru.

Thank you very much, Keith, for providing all the necessary information via email. I will now transfer your complaint to my colleague Martin who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Keith!

From now on I will be taking care of your complaint.

I would like to invite BUSR Casino representatives to join this conversation in order to resolve the player's issue.

Ok, sounds good thanks!

you are going to invite them?

They paid me in full and offered me their deepest apologies.

you guys are amazing!

As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.