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Hello, the casino refuses to pay me the prize of 20000, which is from 13.12.2021, and they demand its so-called enforcement even though they are not entitled to it, I am writing about some bonus deposit that I do not understand, because I did not activate any bonus and the total win was 65000 and I chose so far only 20,000 and I am asking for the withdrawal of another 20,000 I have lost the remaining 25,000 and today I have deposited 5,000 and with that the request for withdrawal has already been made before the deposit has been made. Thank you in advance for your help

Dobrý den kasino mi odmítá vyplatit výhru 20000 která je z 13.12.2021 a domáhají se jeho tzv prosázení i když na něj nemají právo , píši o nějakém bonusovém vkladu který nechápu ,protože jsem žádný bonus neaktivovala a to celková výhra byla 65000 a celkem jsem vybrala zatím jen 20000 a žádám o výběr dalších 20000 zbylých 25000 jsem u nich prohrála a dnes jsem vložila 5000 a stým že už žádost o výběr byl proveden dřív než byl proveden vklad .Předem děkuji za pomoc

Dear MartinaBednarova,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I would like to point out, that most bonuses come with the wagering requirements, which have to be finished before you can withdraw your winnings. Some casinos require to wager the real money deposit as well. This is one of the standard AML (anti-money laundering) rules. Not all casinos require this, but it isn't anything unfair.

Would you be so kind and send me all the relevant communication between you and the casino, so we can gather as much information as possible? My email address is kristina.s@casino.guru. 

Looking forward to hearing from you.

Best regards,

Kristina

Dear MartinaBednarova,

We are extending the timer by 10 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.