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Hi,

I won the weekly slots tournament held in provider ELK's slot Wild Toro.

I managed to get the 1st place which held till the end .

Now the casino is claiming that a cashout during the tournament period voids any possible winnings. The thing is that such a rule is an angleshoot in itself, but the casino has added this clause to the tournament rules after the tournament ended last midnnight.

I'm claiming the full amount of 400€ in winnings as I didn't brake any stanging rules.

Regards,

Aleksi V****

Dear aleksi420,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. Was the following rule used to cancel your (here)?

"**Tournament casino**

...

...

- Withdraw shouldn't be done in the period when the tournament starts and ends."

Could you please forward any relevant communication to petronela.k@casino.guru?

Thank you in advance for your reply.

Best regards,

Petronela

Hi,

And thank you very much.

Yes, this is correct. They added the clause after the tournament had ended.

I red the tournament rules before starting to play and I'm 100% sure the rule wasn't there.

I got the prize winning score on the 1st or 2nd tournament day, and would not have risked it by making a cashout

Regards,

Aleksi

Thank you, aleksi420, for your reply. Could you please advise if the amount of requested withdrawal has been deducted from the tournament prize funds or from your real money balance?

Thank you, very much aleksi420, for the update. I will extend the timer by 10 days and wait patiently for your message.

Dear aleksi420,

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.