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Dear mobtx123,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please advise if you have accumulated your winnings with or without an active bonus?

Have you received any explanation regarding this situation? Please, forward any relevant communication between you and the casino to kristina.s@casino.guru (or alternatively post it here).

Thank you very much in advance for your reply.

Best regards,

Kristina

Dear mobtx123,

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.