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It does not let me request a refund, having verified identity. Although I don't have bonds, it tells me that I have one active and I don't know how to cancel it.

No me deja solicitar el reintegro, teniendo la identidad verificada. Aunque no tengo bonos, me dice que tengo uno activo y no se como cancelarlo.

Dear David,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Do I understand correctly that you struggle to request a withdrawal due to active bonus? Have you activated any promotional offer when depositing funds? Could you please advise if you have tried to resolve this issue with casino?

Furthermore, if there’s any relevant communication, please forward it to petronela.k@casino.guru. I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Dear David,

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 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.