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Hello, I rely on Giovanni's problem, described above. Won no bonus, required a lot of documents, where I spent money, then told me the money was confiscated as it was won with bonuses. But that's not the case ... Don't play. they are scammers.

Buongiorno, mi appoggio al problema di Giovanni, descritto sopra. Vinto senza bonus, richiesto un sacco di documenti, dove ho speso soldi, per poi dirmi che i soldi sono stati confiscati in quanto vinti con i bonus. Ma non e' cosi'... Non giocate. sono truffatori.

Dear Luana,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please, could you advise if you have accumulated your winnings with a bonus play or without accepting any promotional offer? The best way to verify this, would be forwarding your game or bonus history to petronela.k@casino.guru along with any relevant communication between you and the casino.

Furthermore, please could you confirm that you have completed KYC verification successfully in the past? I hope we will be able to help you as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Hello, every time they asked me for a different document. From the identity card, to the bill in my name, to the copy of the card with which I deposited, to the passport ... etc ... requested several times and loaded as many times ... requests to which the answers arrived after time. .. so I don't know if they were sorry but I think so because after having the documents and not requesting a bonus on my win, they rejected it and completely reset it. I have the handling of my account and photos of the messages in chat with the operators. And email requests.

Buongiorno, ogni volta mi richiedevano un documento diverso. Dalla carta d'identita', alla bolletta a me intestata, alla copia della carta con cui depositavo, al passaporto... ecc... richiesti piu' volte e caricati altrettante volte... richieste alle quali le risposte arrivavano dopo tempo... quindi non so dire se erano scusanti ma penso di si in quanto dopo aver avuto i documenti e non aver richiesto bonus sulla mia vincita me l'hanno respinta e azzerata completamente. ho la movimentazione del mio conto e foto dei messaggi in chat con gli operatori. E delle mail di richiesta.

I’m sorry, Luana, but I still don’t understand if you have activated any bonus or not. The best way to verify this, would be forwarding your game or bonus history to petronela.k@casino.guru along with any relevant communication between you and the casino.

Dear Luana,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.