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Hello i completed wagering requirements for the welcome bonus then i made a withdrawal and it was rejected with no reason for it been declined then i was told there is an investigation via my email im unsure why its been investigated but i would like a reason why my withdrawal was declined

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Hello,

Thank you very much for submitting this complaint. I’m sorry to hear about the issue you’re experiencing. To better understand your situation, please allow me to ask you a few questions:

• Could you please send me a link or a screenshot of the bonus you activated and played with?
• What types of games did you play while the bonus was active? Did you mainly play one game, or did you switch between multiple games?
• Kindly describe your gaming style in more detail (for example, bet sizes, frequency of play, or any noticeable changes during the bonus play).
• Have you successfully completed the full KYC verification at this casino?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Attila

Hello and thankyou for your response

I have attached a screen shot of the bonus i played with and completed the wagering requirements.

I played between multiple games which where eligeble for bonus play.

I only play low stakes then if i win up and have a high enough balance i play maximum £3/$3 stakes i never exeed the maximum bonus bet.

I have added my proof of identity and that has been accepted but i havent completed full KYC as tgere was only an option to upload my passport and i wasnt asked for KYC.

I look forward to hearing back from you

Thankyou

[Redacted]

Dear player,

Thank you for your reply. Could you please forward your communication with the casino in relation to this issue? You can reach me via email at attila.g@casino.guru, or you can post screenshot here.

Thank you for your patience and cooperation.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Liam272,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Attila