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I have been playing at this Casino for over two years and always received bonuses. However, a month ago, they changed the rules without notifying. Now, the bonuses advertised daily on social media platforms like Facebook and Instagram are not active in my country. However, there is no such information in the advertisements. I tried to argue about it, and here is the response I got from the Casino's representative, Tiago, on their channel.

I understand the confusion, but our social network is for the casino internationally, and some codes are provided specifically for certain regions, which is why they do not activate for everyone.

Jogo a mais de dois anos nesse Casino sempre tive bônus a um mês atrás eles modificaram as regras se avisar. Agora o bônus publicado diariamente nas redes sociais com Facebook e Instagram. Não estão ativas no país mas não existe essa informações na propaganda. Tentei argumentar olha a reposta no canal do Casino pelo atende Tiago

Compreendo a confusão, mas nossa rede social é para o cassino de forma internacional e alguns códigos são fornecidos para regiões em específico, por isso não ativam para todos.

Dear Jaci53,

Thank you for submitting your complaint. I'm sorry to hear about the challenges you're facing.

Please understand that we cannot penalize the casino for revoking your bonus privileges. Casinos, as a general practice, reserve the right to restrict or close player accounts if they suspect irregular play, engage in questionable activities, or for no specified reason.

It's important to note that casinos are not obligated to provide bonuses, and the privilege of receiving them can be limited or withdrawn at any time without notice. While it would be ideal to inform players of new restrictions, unfortunately, it is not a standard practice.

Feel free to provide any additional information I may have overlooked. However, if not, I regret to inform you that I may have to reject your complaint as unjustified. I appreciate your understanding and look forward to 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.

The answer unfortunately does not solve the case. I realize that there is no interest in keeping the user loyal. There are always other Casinos.

A resposta infelizmente não resolve o caso. Percebo que não há interesse em manter o usuário fidelizado. Te toda forma existem outros Casinos.

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. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.