Goldex Casino - Η ανάληψη μετρητών από τον παίκτη έχει όριο.

Hi I got a withdrawal of $1500 from cashback it does not mention anywhere that I can see in bonus terms and conditions that max you can take is 10x bonus amount but I’ve received an email that says max I could take is 10x bonus amount even though nothing in bonus terms and conditions says you can only take that for cash back it says no deposit but surely cashback is not a no deposit and I’m thinking how many people this is happening too after depositing hundreds getting cashback just to not be able to take anything at all is ridiculous with no indication at all in bonus terms and conditions does it say you can only take 10x bonus amount, I’ve asked them to clear it up and tell me where to find this information in bonus terms and conditions but I for live of me can not find anything say it’s capped at 10x bonus amount

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

1. The casino has indicated that an agreement has been reached, and they are prepared to provide additional funds beyond the established limit. Could you kindly confirm the amount of your winnings and the total payout you received from the casino?
2. Could you please confirm whether your casino account balance was divided into real money and bonus money balances?
3. Did the balance you continued playing with appear as "withdrawable"/"real money", or were your winnings still displayed in the bonus balance?

I hope we will be able to help you resolve this issue as soon as possible.

Thank you very much in advance for your reply.

Best regards,

Attila

Dear HSkeen5789,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Attila
Casino.Guru