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Two days ago I received a bonus offer for the next deposit. I deposited BGN 100 and received another BGN 100 as a bonus. After reading the rules for rolling the bonus, which was 2 times the amount of the bonus or a total of BGN 200, I loaded the roulette that is on the site and rolled the bonus a total of 4 times. Then I ordered a withdrawal for BGN 100. An hour later, my withdrawal was denied. I wrote several emails and did not receive an answer as to why the download was denied. Today I managed to contact their chat and they replied that I did not meet the conditions for scrolling. I asked them to explain to me which condition I did not meet and the consultant stopped chatting with me.

Преди два дни получих бонус оферта за следващия депозит. Депозирах 100лв и получих още 100лв като бонус. След като изчетох правилата за превъртане на бонуса, което беше 2 пъти сумата на бонуса или общо 200лв, заредих рулетката която има на сайта и превъртях бонуса общо 4 пъти. След това заявих теглене за 100лв. След час тегленето ми беше отказано. Писах няколко имейла и отговор не получих защо тегленето е отказано. Днес успях да се свържа с чата им и тям ми отговориха че не съм спазила условията за превъртане . Помолих да ми обяснят кое условие не съм спазила и консултантката прекрати чата с мен.

Hello Лидия,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. Could you please specify which bonus was in play? Would you be so kind and send us a link?

Also, would you be so kind and send me all the relevant communication between you and the casino, so we can gather as much information as possible? My email address is kristina.s@casino.guru. Alternatively, you can post it here.

I hope, we will help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Kristina

Dear Лидия,

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 forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.