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I created an account and lost 600 euros in one week. I requested a loyalty bonus and received 94 euros in cash with a wagering requirement of x40. After finishing the funds, I was playing a game with a 1.5 euros bet. When the 94 euros were exhausted, I saw that another bonus for leveling up was credited with 10 euros. Playing with that money, I won an amount of 295 euros. After completing the wagering requirement, the money disappeared, and the company left me with 6 euros without providing any valid reason for doing so. When I pressured the customer service representative and he had no more lies to tell me, he asked to end the conversation. I have all the evidence proving their dishonesty.

Έκανα λογαριασμό και έχασα 600 ευρώ σε 1 εβδομάδα ζήτησα μπόνους αφοσίωσης δέχτηκα 94 ευρώ cash με τζίρο x40. Τελειώνοντας τα χρήματα έπαιζα σε παιχνίδι με πάτημα 1,5 ευρώ, ενώ τελείωσαν τα 94 ευρώ είδα ότι ένα άλλο μπόνους για άνοδο σε λεβελ πιστωθηκε 10 ευρώ παίζοντας αυτά τα χρήματα κέρδισα το ποσό των 295 ευρώ, αφού ολοκλήρωσα τον τζίρο τα χρήματα εξξαφανιστηκαν και η εταιρεία μου άφησε 6 ευρώ μη στηρίζοντας σε καμία περίπτωση τους λόγους που το έκανε. Όταν πίεσα τον υπάλληλο εξυπηρέτησης και δεν είχε αλλά ψέματα να μου πει μου ζήτησε να κλείσει η συνομιλια, έχω όλα τα στοιχεία που αποδεικνύει το ψέμα τους

Dear Dion24,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.

Could you please send me the links or screenshots of all the bonuses you activated and played with? If you have only screenshots (no links), please include the Bonus Terms as well.

Could you please advise if the customer support explained to you in the end why your balance was set to 6€?

Could you kindly confirm if you passed the full KYC verification?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Dear Dion24,

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.

I have done KYC verification the reasons given to me were completely baseless and make no sense

Έχω κάνει επαλήθευση KYC οι λόγοι που μου αναφέρουν ήταν εντελώς αβάσιμοι και δεν έχουν καμία λογική

I understand that you are dissatisfied with the reasons provided by customer support. However, we need specific details to investigate the matter further. If you have any email communications, chat transcripts, or other relevant evidence regarding the voided winnings, please forward them to me at veronika.l@casino.guru.

Dear Dion24,

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, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.