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I was playing and suddenly €211.16 disappeared from my account without any explanation. I have a screenshot of what happened.

estaba jugando y de repente desaparece 211,16€ de mi cuenta y no me dan explicaciones y tengo captura de pantalla de lo ocurrido

Dear waquin,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue you’ve encountered with the disappearance of funds from your account.

To better understand the situation and assist you in resolving this issue, could you please provide the following information:

• Could you please send us your game history for the session in question? This will help us understand what happened around the time the funds disappeared.
• Did you have any active bonuses at the time you noticed the €211.16 was missing? If so, were there any terms or wagering requirements related to those bonuses?
• Could you kindly forward the screenshot you mentioned? It could be valuable in investigating the issue further.

Please send any relevant documents or communication to petronela.k@casino.guru.

Your cooperation is crucial for us to proceed with the case. Without this information, we will not be able to investigate the matter properly or engage with the casino on your behalf.

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

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Dear waquin,

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.