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Won 61000 with deposit of 10000. Seems like they just returned my money and not the winning amount. No bonus amount involved

Dear Rohi,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Have you received any explanation from the casino why your winnings have been cancelled? Could you please advise if you have redeemed any promotional offers from this casino previously? Was your account successfully verified in the past?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

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

We have received information from the casino representative explaining that you have had a different account which got blocked. Unfortunately, you decided to open another account which is strictly prohibited.

If you are aware of such action, please understand that we won’t be able to help you. 

Dear Rohi,

We are extending the timer by 7 days. Please, do not hesitate to contact us if you need any assistance or help, otherwise, 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.