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They stole 500 euro from my account the moment i wanted to withdrow money and erased everything in the balance hiatory everytging they dissapeard them and left just 280 euro while i had 780 cleaned everythink so not to prove that.they are thieves and dont answer anymore with email they told me wait for an update and dont answer.THIEVES

Dear Grisi0000,

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.

• Could you kindly confirm whether your winnings were earned with or without the use of an active bonus?
• If a bonus was utilized to accumulate your winnings, was there a maximum cashout limit that could have affected your withdrawal request?

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.

Dear Grisi0000,

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.

No becouse i had wagwred the bon and they even erased my achievementa they brought mh account back on time you know theh eraised everything.they stole and than dident reply anymore i had wafered bon and had 782 euro in my account i wanted to withdrow and than they 282 eueo and brought my account 1 month back erased even hiatory and everythink and i have read reviewa bo for then rhwy are awful they steal from people.it was deposit bon and i had wagered it my money were at my real money

Hi Grisi0000,

• Do you have any supporting evidence saved regarding your active balance or relevant communication?

Please understand that it's challenging for us to address the issue with the casino without any supporting evidence.

Thank you.

• As i told you they erased eveything so you cant look at the account anymore i write them alot in that moment and they were replaying and told me than we will answer by email never answered

Hi Grisi0000,

• Would you kindly send a screenshot of your bonus history, or at the very least, specify which exact bonus you activated and accumulated your winnings with? I'd like to review the bonus terms to see if there was any maximum cashout applicable to the specific bonus you played.
• Have you received any winnings, or was the entire amount voided?

Thank you.

Dear Grisi0000,

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.

We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.