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I made a deposit of € 100 with a bonus, after which I am high to € 2000. When I wanted to pay this out after 50 times the turnover, the € 2000 was simply taken away and I received this email:

Please note that the winnings on your account were declared invalid at the start of the withdrawal in accordance with our terms and conditions.

An absolute cheek!

Ich habe eine Einzahlung von 100€ mit Bonus gemacht, woraufhin ich auf 2000€ hoch bin. Als ich diese nach dem 50-fachen Umsatz auszahlen wollte, wurden mir die 2000€ einfach weggenommen und ich bekam diese Mail:

Bitte beachten Sie, dass die Gewinne auf Ihrem Konto zu Beginn der Auszahlung gemäß unseren Allgemeinen Geschäftsbedingungen für ungültig erklärt wurden.

Eine absolute Frechheit!

Dear Philipp,

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. Have you been given any explanation from the casino which exact rule has been breached and why your winnings have been confiscated? If there’s any relevant communication, please forward it together with your game history to petronela.k@casino.guru. Finally, could you please specify which exact bonus you have redeemed and played? I would like to check terms and conditions.

I understand that it might seem like a lot of inquiries, but all the requested information is essential if we wish to proceed with this case. Thank you very much in advance for your reply.

Best regards,

Petronela

Dear Philipp,

We are extending the timer by 7 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 a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.