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Dear Juha,

Thank you very much for submitting your complaint. I’m very sorry to hear about your problem. Could you please specify whether you played with any bonuses? If yes, please send us the link to the offer you redeemed.

Have you tried contacting the casino regarding this issue? Please, forward any relevant communication between you and the casino to kristina.s@casino.guru.

I hope we will be able to help you to resolve this issue as soon as possible.

Best regards,

Kristina

Dear Juha,

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.

Unfortunately, we’re forced to reject 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.