I am submitting a complaint against this casino due to the unjustified cancellation of my winnings in the amount of 3,066.42 MILLISOL. The casino claims that I violated the bonus terms related to the ROYAL1 promotion, but I firmly deny any such violation.

I activated the ROYAL1 bonus and strictly followed all the bonus conditions, including:

I did not place bets exceeding €12 or 5% of the bonus amount.

I did not place opposite or repetitive bets.

I did not play any restricted games, nor did I change my betting pattern in a way that would violate the terms.

My gameplay was fair and consistent throughout.

Furthermore, I have fully completed the required wagering (wagering requirement) before attempting to withdraw my winnings.

The casino has not provided any detailed evidence or specific examples of rule violations. I believe that the cancellation of my winnings was unfair, lacking transparency, and possibly based on an automated system rather than a fair manual review.

I have already contacted the support team, but received no clear explanation or factual basis for the decision. Therefore, I respectfully request that Casino Guru assists me in resolving this issue fairly.

What I would like as a resolution:

I ask for the full reinstatement of my winnings — 3,066.42 MILLISOL, or at least a clear and transparent explanation with supporting evidence for the casino's actions.

Dear DAVin4i,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. To better understand your situation and assist you effectively, could you please provide us with more details by answering the following questions:

• How much money did you deposit to receive your welcome bonus, and which payment method did you use?
• Have you passed the full KYC verification, or at least submitted any documents to the casino for verification?
• Have you received any official communication from the casino regarding the cancellation? If so, could you kindly forward it to me at [email protected]?
• What types of games did you play while your welcome bonus was active?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Veronika

Good day!

I played different slots, I don't remember all the names exactly, but among them were:

Mice & Magic Wonder Spin

Blood Suckers - I played this slot the most.

The total deposit amount was 55 USDT.

Please ask the casino to send you your gaming history from the moment you started to play with your bonus up to the moment your winnings were confiscated in Excel format, and then forward it to me at [email protected]. Thank you for your cooperation.

Dear DAVin4i,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.