Just sent an email now please respond so we can chat there

Hi Radka, errr we are under the suspicion here this player may have actually been hacked as the profile picture is not of him. Can you please assist us with this A.S.A.P? as we aren't entirely sure what we can do. This person who is posting here does indeed know the email of a player. Has also sent some strange email to us which appears to be in a different language.

??

I currently dont have access to endoftheworld email using my housemates atm

I just emailed you on the lecsus04 to try and sort this now

You just emailed us from that email.. Literally 5 minutes ago.

You are very strange, and extremely suspicious.

You couldn't make a guru account with your actual username?

You are using a randoms display picture on Guru

And you are registered on Guru to Croatia, yet on Viperspin you have never logged in from anything but New Zealand.

We won't be assisting you with anything further, until you can correctly I.D yourself. Which I'm sure won't be any issues?

ok so I speak english i dont have control of this account i did not send

aint tatakalem ean

Sure, no problem but you emailed within 30 seconds apart of both emails.

Please upload a valid I.D with todays date 9/05/2023 with your license also clearly visible.

Just googled that and its arabic

Right, please understand if your account is compromised such as your email this isn't our problem. As requested also, please send VALID proof with todays date to our support email as we have requested above.

Also please explain why you are using someone elses photo, on your casino guru account? Because that is not what your license shows you look like?

Please know we are still waiting for you to I.D yourself?

Hello,

I'm sorry, but you should stick with the complaint now. It's waiting to be reviewed now. I have no clue what you are asking me to do - to be honest.

This is an open forum - it's not within my power to investigate the player since everyone can register using a random username, avatar picture, nationality, plus preferred language.

You, on the other hand, can investigate all related accounts.

Kind note: Best to keep this for the complaint. This forum is public. Sensitive details will stay visible to the public.

The casino regularly changes the bonus rules and available games, but does not make this known to players.

The list of games that can be played with the bonuses provided by the casino is extremely difficult to read and keep track of.

Also, even if i notice after depositing that you can no longer play the games i were able to play before, if i cancel my bonus, my real money will disappear as well. (Even if I have not played the game yet).

Sometimes it is not clear whether the currency that appears in the terms and conditions is AUD or USD.

The maximum wager for the bonus is $5, but you can't actually play for as little as $4.5. Perhaps it is AUD.

Hi there andandjonnyx.

Can you please comment what rules have changed recently so I can follow this up?

Please note wagering / using bonus funds does not work on all gaming providers. And again, if you use AUD, the currency is only AUD. There is no separation of currencies on our casino except for thunderkick gaming.

Would love to know more, please comment and I can assist further.

Hello can you describe what bonus rules have changed ? I also see that the casino is also interested in this information so I'm quite curious too. I will wait for the answer.  ??

Until a while ago, real money was not lost when I canceled a bonus at this casino.

One day, however, real money was also lost when I canceled.

Also, until last week I was able to play thunderkick slots with a bonus, but suddenly I am not able to play anymore.

While the information on the maximum bonus states AUD/NZD, there is no such statement on the maximum wager. This would normally refer to USD.

(I always use USD as currency)

The games that can be played with the bonus are not marked with an icon in the game list, and it is difficult to find which games are eligible for the bonus in the bonus section.

So it was only after I won the bonus and opened the game and was denied that I realized that I could no longer play the Thunderkick slot.

I had not yet placed my bets, but I could not cancel bonus do so because canceling would result in the loss of real money.

Thank you again for your reply.

So before we do continue into a bit more detail I will explain that at any time you take a bonus, the terms and conditions of the bonus are always stated. It's entirely your decision to continue with those. I have noticed you have a account from Japan judging by the flag on your profile. I will agree Japan has been updated to the other rules of all of our bonuses, to be entirely honest we have around 10 Japanese players as our player base is definitely not from Japan. Our terms and conditions were updated to reflect that if you cancel a bonus from Japan, you will lose raw and bonus funds. However, when you decide to cancel it, it does notify you that you will lose both funds.

We found originally when allowing bonus balances that a lot of players would find loop holes to the system, and be able to basically always win a wager. So of course as a casino, there's no such thing as free money. I have looked over your account, as it seems to be the most recent one from Japan to take a bonus (feel free to submit your email anyway) I noticed you play thunderkick (as you have said) however thunderkick games allow a incredibly high wagering ability, so they were disabled from our bonuses. Majority of online casinos allow different providers and different rules, but we've been very generous with our bonuses.

But besides Japan, our bonus rules have been the same since day one of launching with minor tweaks, but again all information, all popups occur so you can make the right decisions.

I hope this information helps you out, please feel free to reply if you have any other questions.

I check the terms and conditions of the bonus each time, but there was no change.

Also, when they update the terms and conditions, they should notify us when we log in, but they did not.

If you say it has changed, please show the terms and conditions before and after the real money is lost when the bonus is cancelled.

I checked the English terms of service and it was last updated on October 17 last year.

thunderkick games allow an incredibly high wagering ability?

Don't be silly, the max wager for the bonus is $5 max,

In fact, i can only wager $3 since it's AUD, just not written down.

I understand you're upset about the changes, but they are still visible on any condition before you accept the bonus. I can add a bonus to a test account and show if you would like? The exact conditions.

It is correct the exact gaming providers are not listed in this, however for the games that aren't you can't use a wager on them anyway. No different then our technical department removing games such as house games, plinko etc from wagering. It's entirely up to the casinos discretion and as you have realized you can not do it on certain providers. Hacksaw, has also always been one of them.

I've looked further into your account and can see you've only played thunderkick, and actually only one game and you've beaten the wager every time on a 40x bonus. That's pretty incredible isn't it! So I believe the technical department was right for the changes.

Should you need anything further please don't hesitate to ask.

Just show me the modified Terms of Service.

I was not able to review the changed terms and conditions,

Terms and Conditions have not been updated since last year.

There is no sentence in the individual terms and conditions of the bonus that says "both are now lost if you cancel".

What is wrong with playing my favorite slots and winning by chance?

You are free to exclude games, but the problem is that they don't tell players that at all.

It is not a fair system that the terms and conditions do not specify which games are excluded from the bonus, and it is not fair that you have to open a game with a bonus balance to be able to check it out.