Hello, my complaint is because they gave me a bonus for referring two users and when they deposited they would give me a bonus and well I referred 3 people but of the 3 only 2 were qualified and well they gave me my bonus but only because the third person who was not qualified, they took away all my earnings after I completed the required bonus balance and made the withdrawal. They tell me that because of the user I invited they took away my earnings when I only needed two referrals of the 3 to acquire my bonus and still they refuse to pay my earned money.

Hola mi queja es porque me dieron un bono por referir a dos usuarios y cuando ellos depositaron me darían un bono y pues referí a 3 personas pero de las 3 nomas 2 fueron calificadas y pues me dieron mi bono pero solo xk la tercera persona que no fue calificada me quitaron todas mis ganancias después de que yo complete el saldo requerido del bono y realice el retiro me dicen que por el usuario que yo invite me quitaban mis ganancias cuando yo solo necesitaba dos referidos de los 3 para adquirir mi bono y aún así se niegan a pagar mi dinero ganado

Dear jordanlopezlpz1288,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

To better understand the situation and assist you effectively, could you please provide us with more details by answering the following questions:

• Could you please send me a link or a screenshot of the referral bonus you activated? Please forward me the Terms and Conditions of this bonus as well.
• Can you provide any relevant communication or documentation regarding the withdrawal and the bonus conditions?
• Have you had any prior communication with the customer support team about this issue?
• Have you and your referred users passed the full KYC verification?

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

I still haven't received a response from you. What's up? Thank you very much.

Aún no obtengo respuesta de su parte que paso muchas gracias

Thank you for the screenshots. Am I correct in understanding that the casino confiscated the balance because one of the users you referred to the casino broke the casino's Terms and Conditions? If you have any further communication with the casino regarding the confiscation of your balance, kindly forward it to me.

Do you and the disqualified friend live in the same household, use the same internet connection, or the same device to access your casino accounts?

Yes, in fact, he lives in the same place and we also use the same wifi.

Si de echo vive dnd mismo y también utilizamos el mismo wifi

Have you used the same device as well to access both of your casino accounts?

Hello, excuse me, I don't have two casino accounts, just one where my winnings were stolen, okay?

Hola disculpe yo no tengo dos cuentas de casino solo una en la que me robaron mis ganancias ok

And of course I didn't lend my phone to access another casino account, only the wifi is shared.

Y claro que no preste mi teléfono para ingresar a otra cuenta del casino solo se comparte el wifi