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I have deposit 300 euro and get 150% bonus so 750 euro. Efter one day wagering my balance was around 650 euro. Im playing on my mobile and suddenly my phone crashed. When I logged in again, the balance was 0 euros.Directly, I contacted them and asked why and they said that I canceled the bonus myself. They blamed me and that there is nothing they can do.

Dear svenskaspel,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward any supporting evidence, such as 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.

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

Thank you very much, svenskaspel, for the forwarded communication. Could you please forward your game history too?

How do I do that? I can see game history but can't download it?

Hur gör jag det? Jag kan se spelhistorik men kan inte ladda ner den?

If it's not downloadable, have you tried requesting it from the casino directly, please?

Dear svenskaspel,

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, 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.