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I played at the casino last night from around 8.30 p.m. I deposited 125 euros and received the 75% bonus. Around 11.30 p.m. I had a credit of 1550 euros, but could not pay it out because I still lacked 2660 euros in sales because of the bonus.

Then I started playing the game "mayan" with a stake of 3 euros.

At around 2000 euros I got bonus games and won around 750 euros . When the page with the bonus games closed and switched to normal mode, I should have had around 2700 euros. Instead, I had 1700 euros in credit. Can something have gone wrong in the system? That was around 1.30 a.m. I would say. I thought OK, the credit will definitely come back as soon as I exit the game, back to menu.ivh then left the game at 1125 euros, but the credit remained the same.

Around the time when this disappearance of about 1000 euros was, it was probably also the time when I achieved this turnover because of the bonus. Can it have anything to do with it?

There was also no error message or a crash from the Internet or reception or something.

It was normal that the games were rum except that the credit wasn't right

Ich habe gestern Abend ab ca. 20.30 am Casino gespielt. Ich habe 125 Euro eingezahlt und die 75 % Bonus erhalten. Gegen 23.30 Ca. Hatte ich ein Guthaben von 1550 Euro, könnte es aber nicht auszahlen da mir noch 2660 Euro an Umsatz gefehlt haben wegen dem Bonus.

Dann habe ich auf 3 Euro Einsatz angefangen das Spiel "mayan " zu spielen.

Bei ca. 2000 Euro habe ich für Bonusspiele bekommen und ca. 750 Euro gewonnen.als die Seite mit den Bonusspiele sich geschlossen hat und in den normalen Modus gewechselt ist hätte ich somit ca. 2700 Euro haben müssen. Stattdessen hatte ich 1700 Euro Guthaben. Kann da was im systrm falsch gelaufen sein? Das war gegen 1.30 Uhr würde ich sagen. Ich dachte OK das Guthaben kommt bestimmt zurück sobald ich aus dem Spiel raus gehe zurück zum menu.ivh bin dann bei 1125 Euro aus dem Spiel gegangen, aber der Guthaben stand blieb der gleiche.

Ungefähr zu dem Zeitpunkt wo dieses verschwindem von ca. 1000 euro war , war wohl im auch der zeitraum wo ich diesen Umsatz erreicht hab wegen dem Bonus. Kann es damit zusammen hängen ?

Es kam auch keine Fehler Meldung oder ein Absturz vom Internet oder Empfang oder so.

Es war ganz normal das die Spiele Rum waren ausser das das gut Guthaben nicht stimmten

Dear Moosmannmaja,

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 tried to communicate this issue with the casino? If your account is still accessible, could you please forward your cashier and game histories along with any relevant communication? My email address is petronela.k@casino.guru.

Please understand, that without any supporting evidence we can’t proceed further with this case as it would be close to impossible to confront the casino.

Looking forward to hearing from you. Thank you in advance for your understanding.

Best regards,

Petronela

Dear Moosmannmaja,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.