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Good morning! I made a top-up in this casino in the amount of 400 euros. As I played I accumulated 13000 euros. They gave a bonus of 400 euros (according to them) I managed to reach 13000 euros. already bought

of the bonus requirements (play 40x the bonus plus the deposit). However the money was not put into my real money account!!! I already contacted them and they informed me that they would talk to the responsible department but so far I have not received any response. I'm worried because the bonus expires after 21 days and I'm afraid they won't put the money in my account. This should be automatic, I'm afraid they don't want to pay. Please help me.

Bom dia! Efetuei um carregamento neste casino no valor de 400 euros. À medida que fui jogando acumulei 13000 euros. Deram de bónus 400 euros( segundo eles) consegui atingir 13000 euros. Já compri

dos requesitos do bonus( jogar 40x o bonus mais o depósito). No entanto o dinheiro não foi colocado na minha conta de dinheiro real!!! Já contatei com eles e eles me informaram que iam falar com o departamento responsável mas até agora não obtive qualquer resposta. Estou preocupado porque o bonus expira passado 21 dias e tenho receio que não metam o dinheiro na minha conta. Isso devia ser automático, estou com receio que eles não queiram pagar. Por favor me ajudem.

Dear renatinho83,

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 exact bonus you have activated in your account? I would like to check the promotional terms and conditions. Is the progress of bonus wagering visible inside your casino account?

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

The bonus was 100% of the deposit amount. The bonus wagering progress is not visible in the Casinos account. I certainly bet the 400 euros more than 40 times. I communicated with the live chat and they said that it should have been updated and that they were going to send the problem to the update department, but until it ran out I didn't get any response.

but the strange thing is that when I loaded the 400 euros, the amount remained the same. It has not been increased to 800 euros. I was playing, I had about 200 euros, I got a jackpot of 5000 euros on the rhino old and win slot. I was left with around 5700 euros in the real money account. I stopped playing and left the casino. About an hour later, I entered the casino and to my amazement: the money the country had in the real money account was at zero and had all been transferred to the bonus account. Meanwhile I continued to play and won another jackpot of 10000 euros in the same slot. I currently have 13000 euros. I've certainly met the bonus requirements. By the way, when I made the deposit, they asked me to enter the bonus code, but I didn't enter any code. I was never credited the 400 bonus. I can't understand why all the money is in the bonus account. Help me please. Grateful

O bonus era 100% o valor de depósito.O progresso das apostas de bônus não é visível na conta do Casinos. certamente apostei os 400 euros mais de 40 vezes. Eu comuniquei com o chat ao vivo e eles disseram k devia ter sido atualizado e que iam mandar o problema para o departamento de actualizações, mas até esgota não obtive qualquer resposta.

mas o estranho é que quando carreguei os 400 euros, o montante permaneceu o mesmo. Não foi aumentado para 800 euros. Fui jogando, tinha cerca de 200 euros, saiu/ me um jackpot de 5000 euros na slot rhino old and win. Fiquei com cerca de 5700 euros na conta dar dinheiro real. Parei de jogar e saí do casino. Cerca de uma hora depois, entrei imi casino e qual é o meu espanto: o dinheiro país tinha na conta de dinheiro real estava a zero e tinha sido todo transferido para a conta bónus. Entretanto continuei a jogar e ganhei mais um jackpot de 10000 euros na mesma slot. Tenho neste momento 13000 euros. Certamente que já compri os requisitos do bónus. Aliás quando efetuei o depósito, pediam para introduzir o código de bónus, mas eu n introduzi nenhum código. Nunca me foram creditados os 400 de bónus. Não consigo perceber o porquê de o dinheiro estar todo na conta bónus. Ajudem m por favor. Grato

I was even chatted with a casino operator and he admitted that there was clearly a problem with the bonus. I have a screenshot of this conversation

Inclusive, estive no chat com um operador do casino e ele admitiu que havia claramente um problema com o bonus . Tenho um print dessa conversa

Another thing that I find strange is that my balance is all in the bonus account, when I didn't apply for the bonus. They say to enter a code when depositing an amount to access the bonus, but I didn't enter any code.

Outra coisa que acho estranho, é o meu saldo estar todo na conta do bonus, quando eu não requeri o bonus. Eles dizem para introduzir um código quando se deposita um montante, para aceder ao bónus, mas eu não introduzi qualquer código .

Thank you very much, renatinho83, for the clarification. Could you please forward a screenshot of your bonus history? You can upload it either here or forward it to petronela.k@casino.guru.

Good afternoon! It has no history. It only has the moves that have been made to date. There will be thousands of them, how will I take the print of them

Boa tarde! Aquilo não tem histórico nenhum. Só tem as jogadas que foram feitas até hoje. Serão milhares delas, como eu vou tirar o print delas

good afternoon! Case solved. The casino transferred me all balance to real money. Now I am trying to withdraw 5000 euros. I have already sent all the documents that were requested. All being accepted. Just need to make the transfer. I'm hoping it goes well. Greetings and thanks

boa tarde! Caso resolvido. O casino me transferiu todo o saldo para dinheiro real. Agora estou tentando fazer um levantamento de 5000 euros. Já enviei todos os documentos que foram solicitados. Sendo todos aceites. Só falta fazer a transferência. Estou à espera que corra bem. Cumprimentos e obrigado

Great news. Please let me know when you receive your winnings so I can update this complaint accordingly. Thank you very much in advance.

Dear renatinho83,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Even if we assumed that the issue has been resolved, without a confirmation from the player, we were forced to reject this complaint.

The player can reopen this complaint anytime.