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On 27/2 I made a deposit of 130 euros and while playing the amount increased to 500+. I am requesting a withdrawal of 500 euros but with the rest I continue to gamble. I win some coins due to turnover which I cashed out and continued to play. I reached the point of increasing the amount to 3000 euros in 4 days. Every day I made a withdrawal request which WAS ACCEPTED. In my profile and in the bonus section it told me that the amount is withdrawable normally and that I have no obligation for the bonus (to gamble the amount X50 for example). In my conversations with the technical staff they assured me that the withdrawals will be made normally I will just need to verify the bank account while 3 months ago I did the same process and they put the amount of 500 euros in my winnings. Suddenly on the third 3/4 they sent me an email saying they were deducting the amount of €3000 from me as it was only won from bonuses. I explained to them that I had money in it and was playing with my winnings, but all these days, nowhere in my profile did it say that I had any bonuses active (I have a screenshot).

Στις 27/2 έκανα κατάθεση 130 ευρώ και παίζοντας το ποσό αυξήθηκε στα 500+.Κανω αίτηση για ανάληψη 500ευρω αλλά με τα υπόλοιπα συνεχίζω να τζιραρω.κερδιζω λόγω τζίρου κάποια coins τα οποία εξαργύρωσα και συνέχιζα να παίζω.εφτασα σε σημείο να αυξήσω το ποσό στα 3000ευρω σε 4 μέρες.καθε μέρα έκανα και μια αίτηση για ανάληψη ή οποία ΓΙΝΟΤΑΝ ΑΠΟΔΕΚΤΗ.Στο προφίλ μου αλλά και στον τομέα μπόνους μου έλεγε ότι το ποσό είναι αναληψιμο κανονικά και ότι δεν έχω καποια υποχρέωση για το μπόνους (να τζιραρω το ποσό Χ50 πχ).Στις συνομιλίες μου με το τεχνικό προσωπικό μου διαβεβαίωναν ότι οι αναλήψεις θα γίνουν κανονικά απλά θα χρειαστεί να κάνω επαλήθευση τον λογαριασμό τράπεζας ενώ πριν 3 μήνες έκανα την ίδια διαδικασία και μου έβαλαν το ποσό των 500€ από κέρδη.Ξαφνικα την τρίτη 3/4 μου έστειλαν έναν μειλ ότι μ αφαιρούν το ποσό των 3000€ καθώς είναι κερδισμένο μόνο από μπόνους.τους εξηγώ ότι και λεφτά είχα μέσα και επαιζα και με τα κερδισμένα μου αλλά και όλες αυτές τις μέρες πουθενά στο προφίλ μου δεν έβγαζε ότι έχω κάποιο μπόνους ενεργό(έχω σκριν σοτ).

Dear nontasstavridis,

Thank you very much for submitting your complaint. I’m sorry to hear about the frustration you’ve been experiencing with your withdrawals and the issue with your winnings.

To better understand what happened and help you move forward, could you please answer the following questions:

• When you made your initial deposit of €130, did you receive a bonus, or was there any indication that a bonus was added to your account at that time?
• Have you received any communication or updates from the casino after their email on 3/4 regarding the deduction of the €3,000?
• Would you be able to provide a screenshot of your bonus history or any relevant details that show the status of your bonuses during this period?

Your cooperation is crucial in helping us resolve this issue. Without the necessary details, we won’t be able to move forward with investigating your complaint. The more information we have, the better we can support you in resolving this.

If you have any relevant documents or screenshots, feel free to forward them to petronela.k@casino.guru.

I hope we will be able to help you resolve this issue as soon as possible. Meanwhile, we appreciate your patience as we investigate.

Thank you in advance for your reply and cooperation.

Best regards,

Petronela

Good evening! When I made the initial deposit, I did not receive or activate any bonuses (there is also a relevant photo with the bonus table on my profile where there were no active bonuses for all 4 days).

After the email they sent me on 4/3/2025, all my conversations ended up with them sending me the email that the finance department sent me (I will attach a photo of the email)

I will send you a snapshot not only of the bonus section where it clearly appears that I had no active bonuses but also of my winnings history where it is clearly stated that I have no bonus balance and that the amount in my profile is actually euros. I also want to add that for 4 days I had communicated with both the technician and the financial department of the company in over 20 conversations, they assured me that my withdrawals would be made normally once my account verification was completed. This had troubled me because I had done the exact same procedure 3 months ago and my account had been withdrawn 3 times normally. In my questions to the technician As for the reason they asked me to verify again, the answer each time was that everything is simply based on protocol and a formal procedure and my withdrawal requests which HAD BEEN ACCEPTED would not have any problem. Finally, I would like to point out that in my profile from 27/2/2025 to 4/3/2025, the amount was written as the total balance and that it was not a bonus product, therefore when I made withdrawal requests (500 euros every 24 hours), the request was accepted. Another piece of evidence that the amount won was a real amount is the fact that for 4 days in the game Barbarossa Revange and Barbarossa Doublemax I made a purchase game bonuses over 400 times, something that if the winnings were from company bonuses, it wouldn't let me buy bonuses in the game, as we all know that with bonus money you can't buy the bonus feature in any game and this feature is only purchased with real balance.

Καλησπέρα!Οταν εκανα την αρχικη καταθεση δεν ελαβα ουτε ενεργοποιησα καποιο μπονους (υπαρχει και σχετικη φωτο με τον πινακα μπονους στο προφιλ μου οπου δεν ειχε κανενα ενεργο μπονους και για τις 4 μερες).

Μετά το email που μου στειλανε στις 4/3/2025 ολες οι συνομιλιες μου κατεληγαν στον να μου στελνουν το email που μου εστειλε το οικονομικο τμημα(θα παραθεσω φωτο με το email)

Θα σας στειλω στιγμιοτυπο οχι μονο με τον τομεα μπονους οπου ξεκαθαρα φαινεται οτι δεν ειχα καποιο ενεργο μπονους αλλα και με το ιστορικο των νικων μου οπου κ εκει αναγραφεται ξεκαθαρα οτι δεν εχω καποιο υπολοιπο σε μπονους και οτι το ποσο στο προφιλ μου ειναι πραγματικα ευρω.Επισης θελω να προσθεσω οτι για 4 ημερες ειχα επικοινωνησει και με το τεχνικο και με το οικονομικο τμημα της εταιριας σε πανω απο 20 συνομιλιες μου διαβεβαιωναν οτι οι αναληψεις μου θα γινουν κανονικα μολις ολοκληρωθει η επαληθευση του λογαριασμου μου.Αυτο με ειχε προβληματισει γιατι ειχα κανει την ιδια ακριβως διαδικασια 3 μηνες πριν και μου ειχε γινει αναληψη 3 φορες στον λογαριασμο μου κανονικα.Στις ερωτησεις μου στο τεχνικο τμημα για τον λογο που μου ζητουσαν να κανω ξανα επαληθευση η απαντηση καθε φορα ηταν οτι ολα ειναι απλα βαση πρωτοκολλου και μια τυπικη διαδικασια και οι αιτησεις μου για αναληψη μου οι οποιες ΕΙΧΑΝ ΓΙΝΕΙ ΑΠΟΔΕΚΤΕΣ δεν θα ειχαν κανενα προβλημα.Τελος θελω να επισημανω οτι και στον προφιλ μου απο της 27/2/2025 μεχρι και της 4/3/2025 ανεγραφε το ποσο οτι ειναι συνολικο υπολοιπο και οτι δεν ηταν προιον μπονους γ αυτο και οταν εκανα αιτησεις για αναληψη(500 ευρω καθε 24 ωρες)γινοταν αποδεκτη η αιτηση.Άλλο ενα αποδεικτικο στοιχειο οτι το ποσο που κερδηθηκε ηταν πραγματικο ποσο ειναι το γεγονος οτι εγω για 4 ημερες στο παιχνιδι barbarossa revange και barbarossa doublemax εκανα αγορα μπονους παιχνιδιου πανω απο 400 φορες κατι που αν τα κερδη ηταν απο μπονους της εταιριας δεν θα μ αφηνε να κανω αγορα μπονους στο παιχνιδι, καθως ολοι γνωριζουμε οτι με χρηματα μπονους δεν μπορεις να αγορασεις την λειτουργια μπονους σε κανενα παιχνιδι και αυτη η λειτουργια αγοραζεται μονο με πραγματικο υπολοιπο.

Dear nontasstavridis,

Thank you for your detailed response and for providing the screenshots. The information you've shared is very helpful in understanding your case.

To further support your complaint, could you also request and forward your full game history from the casino? This will help us verify the nature of your balance and transactions in more detail. If the casino provides this, please send it to petronela.k@casino.guru.

We appreciate your cooperation and will do our best to help resolve this issue as soon as possible.

I have sent you the complete history of movements from 2/27 - 3/4 in pdf format to your email.

σας εχω στειλει σε μορφη pdf το πληρες ιστορικο των κινησεων απο 27/2 - 4/3 στο email σας

Thank you very much, nontasstavridis, for providing all the necessary information. I will now transfer your complaint to my colleague, Branislav (branislav.b@casino.guru), who will be at your assistance. I wish you the best of luck and hope your issue is resolved to your satisfaction in the near future.

Thank you and I'm waiting.

Ευχαριστώ και περιμένω

Dear nontasstavridis and the Casino Guru Team,

After a thorough internal review, we have discovered that the balance of the user nontasstavridis was incorrectly deducted, and we sincerely regret that this happened. We understand how frustrating this can be, and we want to apologize for the mistake.

The user did indeed fulfill the wagering requirements for the no-deposit bonus received as a win from free spins in the game Le Bandit. After meeting the wagering conditions, these funds were lost during gameplay. Subsequently, the user won from sports bets placed earlier with their real money. This balance was not related to bonus funds and should not have been adjusted.

Dear nontasstavridis,

We have fully restored your balance of 3000 EUR. You can continue playing or request a withdrawal at any time. We sincerely apologize for the inconvenience caused, and we understand how important it is for you that such situations do not occur again. We truly appreciate your patience and trust, and we are committed to doing everything we can to ensure you have the best experience moving forward.

Best regards,

Casabet Casino Team

Thank you very much.

Σας ευχαριστώ πάρα πολύ

Greetings guys,

What great news!

Thank you, nontasstavridis, for the confirmation and for using the Casino Guru complaint resolution centre. As the issue has been successfully resolved, I will now mark your complaint as 'resolved' in our system. Do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Thank you very much, Casabet.io Casino Team, for your help and cooperation!

Best regards,

Branislav, Casino.guru