won €300 in bonus then the customer service said I can't withdraw bonus money which is fine so I played on until I won €990 which then was in my balance and not bonus balance. I sent in all my verification documents over the next few days and they sent email to say I was fully verified and my withdrawal would take 3 to 5 days to go into my account. I kept depositing money to play other games while waiting for my withdrawal to process to then being told my withdrawal was declined. 

Dear Lisambconn123,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Have you received any explanation from the casino why your winnings have been cancelled? Could you please advise if you have redeemed any other promotional offers from this casino in the past?

Do I understand correctly that the original winnings of €300 were accumulated from a free/No Deposit bonus solely?

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

This is the screen shot of when the funds were in my real money balance so I did a withdrawal of €900.. sent in all my verification but few days later they said that I can't withdraw. The €300 was won on bonus money that was added to my first deposit so was in the bonus money section.. so in chat they said I had to play games with the €300 and then I would win real money. Thank you. I think its very misleading when winnings go into real balance to then not be allowed withdrawl.

Thank you, Lisambconn123, for your reply. Could you please clarify which exact bonus was added to your balance when placing the first deposit? Ideally, please send me a screenshot of your bonus history.

It was the welcome bonus I deposited €29 they gave 100% bonus I played the games won €300 that €300 was in bonus money. I spoke with their online chat they said I had to play the €300 bonus money to win real money and I did, then won €990..

So my problem is while waiting for the withdrawal I deposited more money and kept playing as I thought I would get the withdrawl..

Dear Lisambconn123,

Could you please forward screenshots of your cashier and bonus histories to [email protected]? Thank you very much in advance.

Hi thanks

I'm on chat with them at the moment as there isn't the full history in my account it only gives the last 6 deposits..

So I've requested them by email.

Thank you very much, Lisambconn123, for the forwarded email. Do I understand correctly that you only placed a new deposit when your withdrawal was in process?

Yes.. while withdrawal was processing.. I also have the chat logs. Can be forwarded by email. Thanks

Thank you very much, Lisambconn123, for providing all the necessary information. I will now transfer your complaint to my colleague Jozef ([email protected]) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello Lisambconn123, 

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

Hi Lisa and Casinoguru support,

Thanks for contacting us. I have been looking into the case but the withdrawal request was denied due to a breach of our terms and conditions. The max bet with bonus money is 5 euros and on the 26 of May, the max bet was breached in the game Cash Volt.

You can find this back in your game history, click on your account details > History > Bets and you should be able to find all your betting history there.

If there are any further questions, just let me know.

Kind regards,

RANT

But why was the winnings in my "real balance" in cash?.. it should automatically not go in then. That's misleading.

Which was misleading for several days.. if winnings aren't going to be paid out then it should be an instant notification because customers think they have won . As I thought I had won €900 and continued to deposit on the basis I was waiting for my withdrawal. That's my problem.

In the chat section I was told that once I played the first €300 bonus winnings I would therefore be able to withdraw my winnings in "real money".. if I was notified about the €5 spins I obviously would have played less per spin.

Hello Lisambconn123.

Please, are you aware of breaching max bet condition while the bonus was active? Could you provide us with your game history? It is common that the bonus carries certain condition about maximal bet limitation. Although the best practice would be enforcing such a condition by system, so you would not be allowed to breach it, unfortunately it is not standard nowadays.

Dear Lisambconn123,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond to your complaint in the given time frame, or don’t require any further assistance, we will reject it.

Yes I have the game history. No I didn't no about max bets. The chat rep just said once I spend the €300 bonus I could then win real money. I don't know how to attach here. Can email them.

Thanks

Could you forward it to my email address, [email protected]?

Dear Lisambconn123,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond to your complaint in the given time frame, or don’t require any further assistance, we will reject it.

I sent email to jozef will my play history.

Dear Lisambconn123,

I am very sorry about the situation, but we believe you are not entitled to receive a refund. It is clear that during the wagering of the bonus, you breached the maximal bet on multiple occasions. I understand that it would be better if you would be informed about it straight away, but this is a standard process that they will check your gameplay at the end of it. I asked your game history in order to see if it was just one mistake or multiple breaches (there would be a chance if it would be one error). We believe that the safest environment would not allow you to breach it completely, but it is not standard nowadays.

I am forced to reject your case. Another option is to file an official complaint at the licensing authority of the casino. I will gladly help you with it, although I am afraid that their opinion would be the same.

Best regards, Jozef