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It was taken out of my account while I was playing.why and who took it?

Dear Tom,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward your game history along with any relevant communication to petronela.k@casino.guru? Please confirm that you haven’t provided access to your account to anyone else. Were your winnings accumulated with or without an active bonus, please?

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

Best regards,

Petronela

I sent a reply to the email you sent me along with a screenshot.

Any idea who took the money out of my account. I would like to have them prosecuted.

I do apologize, but I still don't understand. You requested a withdrawal of €375 on the 31st of May, is that correct? Is that the amount that has disappeared?

Yes but I didn't request anything this was my first time playing with this casino .I didn't request it and didn't receive any thing we're was the money sent to not me and didn't anyone I know even knew I played .

I did not request any money

Yes375 is what disappeared I didn't request it I didn't give my bank or debt card info no one sent me a check I didn't receive any money

Please do the right thing and give me my money.this is turning out to be a bad first time experience

When will something be done about thistle

How much longe

Dear Tom,

Have you accumulated your winnings from a free bonus, please?

Yes

Who is 2022-06-01 that's who is responsible for thisbut I don't know and it's keeping me from playing if I know someone is able to steal where's the security to prevent this.

Any word yet or we delaying everything

What's the problem nothing should take this long

These delay tactics are bullshit just like this casino is .cheaters are what they are nobody should ever lay here. They are scammers and I will blast it all over social media.

Cheaters scammers tier thefe friend of the devil crooked business practices

Fucken cheaters f**k this casino they need to be shut down for good

What a bun

What a bunch of bullshit you can see this casino is full of shit scammers c**ksuckers is what they are

Been waiting for there response.whats up?

Could you please send me the name of the exact bonus that has been redeemed? I would like to check the terms and conditions. I have checked the general T&Cs and this is what I found (here):

"10.1.9) Any free money given without requiring a deposit, e.g. a Non-Deposit Coupon, loyalty bonus, comp points, VIP bonus, competition/tournament prizes, compensation bonus, inconvenience bonus, birthday bonus etc. (unless otherwise stated) will have wagering requriements of 60X the bonus amount and a maximum cash out of 10x the bonus amount. Minimum initial bonus wager requirements and minimum cash-in requirements apply."

Could you please advise how much was the value of the free bonus that you have received?

Dear Tom,

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.

I don't remember what bonus it was it might have been a no deposit welcome bonus . I don't know how to look back and see

I don't know how to look back and see the value of bonus can someone there look back and see?

I can't believe a casino wold rather lose customers and get a bad reput

And get a bad reputation over a few hundred bucks seems foolish to me

If your account is still accessible you can check your bonus history and forward a screenshot of it to petronela.k@casino.guru. Thank you in advance.

I can see that your winnings were accumulated from a free bonus. Additionally, it shows that this specific free bonus wasn't the first one that you redeemed. Could you confirm it, please?

What do you mean redeem I never cash out anything never withdraw any money the bonus was given to me as a way to make me a regular player

I mean that you have accepted several consecutive free bonuses to play, is that correct?

If I am offered welcome bonus or free spin bonus yes I take them just like at real casino if I'm compta room for the weekend I take it if I'm offered a drink intake it. What's wrong with that

Yes

Yes

How long does this process take it's been over a month

Sadly, there is not much I can do to support your case at this time. I would strongly recommend reading all the T&Cs carefully before you start playing to avoid any misunderstandings in the future. Casinos try to design their bonuses to be as attractive as possible, but the rules must always be followed. 

I wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.