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Won 80k after completing wager but they voided money as "i won to much" after completing a wager

Dear Jayme,

Thank you very much for submitting your complaint. Thank you very much for submitting your complaint. Unfortunately, based on the current description of events, I’m not able to assist you with this case, and I will need more information. Could you please elaborate? Did the casino confiscate your entire balance or were your winnings reduced to a certain amount? Did you accumulate your winnings with or without an active bonus?

I will be patiently waiting for your reply.

Best regards,

Kristina

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Hi there Kristina!!

They confiscated all but 6 grand.... I won't the 80k after the wager was complete just with the amount I had left in my balance after the wager was completed so without a bonuses.... my withdrawal request sat in pending for a whole week also....

Thank you for your reply, Jayme. Could you please clarify which bonus you played with? If possible, please post a link or promo code you used to activate the offer here in this thread.

Dear Jayme,

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.

NOW150

IS THE PROMO CODE USED

I checked the Bonus T&Cs and I found this:

Unless specified otherwise in the individual Promotion Terms and Conditions, any bonus winnings ***from any deposit bonus offer*** will be capped to a maximum of 5000 USD/EUR/CAD/AUD/NZD/CHF/USDT, 50 000 NOK, 100000 ZAR. Other cryptocurrencies maximums will be based on the current exchange rate to EUR at the time of cashout processing. Any winnings over this amount may be forfeited (inclusive of any amount generated through subsequent play with the redeemed bonus winnings).

Since I haven't found any specific bonus terms for the offer you played with, you were entitled to 5,000 NZD, which means that you received more than you should.

I am afraid that we aren't able to assist you further and request the entire winnings under these circumstances, especially when the casino shares all the relevant information on the website. Casinos try to design their bonuses to be as attractive as possible, and setting a maximum cashout limit for bonus winnings is very common.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.