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Hello my casino has canceled my winnings and consequently my withdrawal because it says I have not met the wagering requirements. After I asked in training, at the time, no one specified this thing to me and now I have my winnings canceled.

Buongiorno il mio casino ha annullato la mia vincita e di conseguenze il mio prelievo perché dice che non ho rispettato i requisiti di scommessa. Dopo che ho chiesto in formazione, ai tempi, nessuno mi ha specificato questa cosa e ora mi ritrovo la mia vincita annullata.

Dear Fabio,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please specify which bonus you have redeemed and played? I would like to check the terms and conditions.

Additionally, if there’s any relevant communication, please forward it along with your bonus history to petronela.k@casino.guru.

I understand that it might seem like a lot of inquiries, but all the requested information is essential if we wish to proceed with this case. Thank you very much in advance for your reply.

Best regards,

Petronela

I sent you by email attached the various communications with them and the bonus history

Le ho mandato per email in allegato le varie comunicazioni con loro e lo storico dei bonus

Thank you very much, Fabio, for forwarding all the relevant communication. Do I understand correctly that you've been accused of placing greater bets than the allowed ones during the bonus wagering completion?

That's exactly right

Si esatto proprio quello

Some news?

Qualche novità?

Hello Fabio,

If you are aware of placing higher bets then the allowed ones, sadly, there is not much we can do to support your case at this time.

We would like to see casinos implementing systems that would prevent players from placing higher than allowed bets, but, unfortunately, this is not a standard practice yet. You were not stopped or blocked when you decided to increase your bet, and, as a result, you breached the maximum bet rule.

I would strongly recommend reading all the T&Cs carefully before you start playing to avoid any misunderstandings in the future. Casinos try to design their bonuses to be as attractive as possible, but the rules must always be followed.

Please do not hesitate to forward your game history to petronela.k@casino.guru if you feel that you’ve been accused mistakenly, otherwise, I will be forced to reject your complaint. 

Dear Fabio,

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 further investigation or suggest possible solutions.

The player can reopen this complaint anytime.