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problem with a welcome bonus that I activated by mistake and I don't want to use

problema con un bono de bienvenida que active por error y no quiero usar

Dear jesusjuniorperezn,

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 please advise if you tried communicating this issue with the casino directly? Have you started the bonus wagering or your deposited funds are still untouched inside your account?

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

No, I still haven't been able to communicate with the casino, yes, I used the funds to see if I could remove the bonus but still nothing, I haven't been able to use it in any other mini game, only in the slot machines as indicated, but I haven't obtained any type of profit. so

No aun no he podido comunicarme con el casino, si use los fondos para ver si podía quitar el bono pero aun así nada, no he podido usarlo en algún otro mini juego solo en las traga monedas como indica pero no e obtenido ningún tipo de gananci tan

I'm truly sorry, but if you began the bonus wagering by canceling it you will lose the entire balance. Could you please advise how much is your active balance now?

The current balance of the bonus plus my deposit is 37 euros and before it was 51

El saldo actual de el bono más mi depósito es de 37 euros y antes era de 51

If you cancel your bonus now, you will lose your balance and only your last deposit will be refunded. I'm sorry, but as I mentioned earlier, you won't be able to cancel the bonus in the middle of the play and keep your balance.

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

Dear jesusjuniorperezn,

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.

I regret that I am unable to offer further assistance. Although we were unable to resolve this case, please feel free to reach out to us if you encounter any problems with another casino in the future. Based on the reasons mentioned above, I must reject this complaint. Thank you for your understanding.