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My winnings of 7950 euros were revoked following an "illegal" bonus of 25 per bet (10 euros).

Mi è stata revocata una vincita di 7950 euro a seguito di un bonus di 25 per bet "illegale"(10 eu).

Dear everythingfading,

Thank you very much for submitting your complaint. I’m sorry to hear about the revocation of your winnings.

To better understand and assist you with your case, could you please clarify the following points:

• Do we understand correctly that the casino claims you breached the maximum bet rule while using a bonus, specifically exceeding the allowed €10 per bet?
• Were you made aware of the maximum bet restriction in the bonus terms and conditions at the time of your gameplay?
• Have you received any official communication from the casino regarding the revocation of your winnings, such as emails or notifications explaining their decision? If so, could you share them with us?
• Have you previously withdrawn winnings from this casino under similar circumstances, and if yes, were there any issues?

If you have any additional documentation or correspondence with the casino (e.g., chat transcripts, screenshots of terms and conditions, or their responses), please feel free to forward them to petronela.k@casino.guru.

Your cooperation is crucial for us to investigate and mediate this matter effectively. Without your input and supporting evidence, we won’t be able to move forward with the case.

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

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.