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I have 87.18 Euros in my bonus balance, was playing to meet the wagering requirements, and now all games show zero credit and I can no longer play.

Tenho 87,18 Euros no saldo de bonus, estava jogando para cumprir os requisitos de aposta, e todos os jogos agora aparecem credito zero e não consigo mais jogar.

Dear emersonaa1403,

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.

• Which specific bonus offer did you activate and play?
• Did you complete the bonus wagering, or did the games become unavailable during the wagering process?
• Have you reached out to the casino directly?

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 this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.

I filled out the profile, sent the document, took the selfie.

I activated the no deposit registration bonus, 100 free spins on Solar Queen, code CASINOGURU

I did not complete the bonus bets, the games were unavailable.

I have not contacted the casino.

Thanks

Preenchi perfil, enviei documento, tirei a selfie.

Ativei o bonus de registro sem depósito, 100 rondas grátis em Solar Queen, codigo CASINOGURU

Nao completei as apostas de bonus, os jogos ficaram indisponíveis.

Não entrei em contato com o cassino.

Obrigado

Hi emersonaa1403,

• Could you please advise if Solar Queen is available?
• If not, please try to contact the casino directly and keep me updated.

Thank you.

Hello

I'm finding the browser/casino confusing.

Within your Profile, in the Gifts section, you had the option to collect a CasinoGuru welcome bonus. I clicked the collect button.

25.08 Euros entered my real balance and are available in any game.

Very confusing, right? LOL

Ola

Estou achando o navegador/casino confuso.

Dentro de Perfil, na seção Presentes, tinha a opção de recolher bonus de boas vindas CasinoGuru. Cliquei no botão recolher.

Entrou no meu saldo real 25,08 Euros e com disponibilidade em qualquer jogo.

Muito confuso, não? Rs

But I would like to close this complaint, here.

I'm playing... I'll try to meet the requirements of this bonus amount and that's it.

Thank you for your attention

Mas gostaria de fechar essa reclamação, aqui.

Estou jogando ... vou tentar cumprir os requisitos desse valor de bônus e pronto.

Agradeço a atenção

I wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. I will now close this complaint as per your request.

Thank you.