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I bought 2 bonuses to the chaos crew of € 25.60 each and a bonus to Katmandu gold of € 20. After purchasing these bonuses, the page reloads and the money disappears. I point out the problem and they reply that they will provide but I have been waiting for the answer for about 2 weeks for the bonuses purchased from the chaos crew, but to date I have not received anything.

Ho acquistato 2 bonus alla chaos crew di 25,60 euro l’uno e un bonus alla Katmandu gold di 20 euro. Dopo l’acquisto di tali bonus la pagina si ricarica e i soldi spariscono nel nulla. Faccio presente il problema e rispondono che provvederanno ma la risposta la attendo da circa 2 settimane per i bonus acquistati alla chaos crew, ma ad oggi non ho ricevuto niente.

Dear Antonio,

Thank you very much for submitting your complaint and forwarding the live chat transcript. I’m sorry to hear about your problem. Do I understand correctly that you have purchased three different bonus features but even if the funds have been deducted from your active balance bonuses never appeared in your account? Is there any supporting evidence that you could forward to petronela.k@casino.guru? Have you been compensated by the casino?

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

today another 20 euros disappeared from Katmandu gold. I do to enter the casino bets list and it never loads the page. I speak to the operators and they reply that they do not know how to do it and that they give my case high priority without ever receiving any reply by e-mail. I arrived at 91.20 euros to date disappeared into thin air, where they do not know how to give answers on the matter. For the refund there is no mention of it as in my opinion I will never see a euro again. In all casinos events like this I have never seen them as they reload the pages when purchasing the bonus.

oggi si è ripetuto altri e 20 euro spariti alla Katmandu gold. Faccio per entrare nell’elenco delle scommesse casino e non si carica mai la pagina. Parlo con gli operatori e mi rispondono che non sanno come fare e che al mio caso danno priorità alta senza ricevere mai nessuna risposta tramiti e mail. Sono arrivato a 91,20 euro ad oggi spariti nel nulla, ove loro non sanno dare risposte in merito. Per il rimborso non se ne parla in quanto secondo me non vedrò mai più un euro. In tutti i casinò eventi così non li ho mai visto in quanto si ricaricano le pagine all’acquisto del bonus.

Do I understand correctly that you have purchased four different bonus features but even if the funds were deducted from your active balance bonuses never appeared in your account? 

It never appeared and returned the money.

Si mai apparsi e ne restituiti i soldi.

Thank you very much, Antonio, for your reply. I will now transfer your complaint to my colleague Martin 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.

Okay thanks

Va bene grazie

Hello Antonio!

From now on, I will take care of your complaint. I would like to invite Slot10 Casino's representatives into this discussion in order to clarify the situation to us.

Okay, there have been more and 2 bonus times purchased at Katmandu gold with money disappeared into thin air. I go to see the list of bets at the casino and it always gives me gataway 505. The money disappears and is nowhere to be seen. I also made two withdrawals, usually 2 minutes pass from approval and I already have them in my checking account. These days, however, the practice lasts longer. I think that if the withdrawals are fast they always are and not that overnight the timing increases. I hope not to receive any surprises or that I no longer receive the funds even though everything has been approved. I chatted with an operator and he told me that the timing is from 1 to 5 days I hope to receive them by Friday. If not, they are playing with me. I hope everything will be resolved soon. Never had these problems with any other casino.

Va bene sono successi altre e 2 volte bonus acquistati alla Katmandu gold con soldi spariti nel nulla. Vado a vedere l’elenco delle scommesse al casino e mi da sempre gataway 505. Spariscono i soldi e non si vedono da nessuna parte. Inoltre ho effettuato due prelievi di solito dall’approvazione passano 2 minuti e li ho già sul conto corrente. In questi giorni invece la pratica dura di più. Penso che se i prelievi sono veloci lo sono sempre e no che dall’oggi al domani aumentano le tempistiche. Spero di non ricevere nessuna sorpresa ovvero che non mi pervengono più i fondi nonostante sia stato tutto approvato. Ho parlato in chat con un operatore e mi ha detto che la tempistica va da 1 a 5 giorni spero di riceverli per venerdì. Se no stanno giocando con me. Spero tutto si risolva al più presto. Mai avuti questi problemi con altro casino.

We would like to ask Slot10 Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’, which will have negative impact on the casino's rating.

Since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.

I sincerely hope you won’t come across a problem like this again.

The casino can reopen this complaint anytime.