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I received an email with a no deposit bonus offer. There was a wagering requirement of 55x. I met the wagering requirement and at the time I finished wagering, I was in the middle of a game, a box popped up saying I had wagered and they had left $26 in my account and taken $254.

I was complelet confused and when I went to check the T&C, there was nowhwhere that it stated I get $26 after wagering.

I went on live chat and spoke to 6 different agents who all would check what I was saying and go into the T&C and the moment they would, they would become rude, wouldn't discuss it further and would tell me its correct and that's final.

I then sent a very detailed email to support going over everything.

Then two days ago, I see an email saying a "Loyalty bonus" was put in my account and free spins. I though is that anything to do with the money they took and so I checked the email, it had absolutely no mention of it being for that, I also thought well it says loyalty bonus, so maybe its been a year since I joined or something. I then checked my emails to see if there was any other email saying that it was to do with the dispute and no emails.

I also figured it couldnt possibly be them giving me my money back they took either, because the "loyalty bonus" had a wagering requirement on it of $11,200.00!!!! and if it were the money they took that I had wagered, then it wouldn't have a wagering requirement on it, when I had won the money and wagered it , so why would I need to do it again and for such a big amount.

I knew it was near impossible to wager it. I played it and without much effort due to it would be a waste of my time to attempt it and chances were so small I would do it.

So I then an hour after they sent me the email about the bonus, receive an ail from support saying that they had made an "error" with taking my money I won after wagering and that they had added the money back to my account and FS And that they hope I reconsider my review.

I was furious!! They give me a bonus, I wager it and win $280, they take $254 from me and cannot give me any reason why or show me in the T&C where it states I will be left with $26 after I requested from 6 different live agents to provide me a copy of it or direct me to where it is on the website. I email I'm great detail and as simple terms as possible after the live agents not seeming to understand my question when they realized I was right. I receive an email days later saying o have a "loyalty bonus" with massive wagering on it , nothing mentioned in there whatsoever that this was to do with the money they took from my account. I play it, then an hour later the email was sent from a support agent telling me it was the money they took given back. I then went on live support, they told me the decision was final and I said how can it be when you didn't telle the reason for the "loyalty bonus" , it should never have been returned as a "loyalty bonus" with a wagering requirement anyway, I never received an email the same time to tell me what it was for either , so how is it fair ? they were making me wager my own money that I had won fairly and by meeting their requirements. The agent refused still to discuss and ended the chat because they knew I was right.

I then emailed support again in great detail again and they replied today saying they won't change it, it was correct how they handled it and I played the bonus so they won't change it. The bonus that shouldn't have been a bonus ! I will be taking it to gaming commission if its not sorted now , just out of principal. its disgusting how they have handled it. all to save that amount. I have all emails with dates, times etc and all emails sent and received . I also have transcript of all chats.

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Dear itsmeDutley,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with the casino and the ongoing issues you've faced regarding your account.

To better understand your situation and to assist you in resolving this matter, could you please provide more information by answering the following questions:

• What was the specific date when you received the no-deposit bonus offer?
• Can you confirm the total amount you wagered before the pop-up appeared?
• Did you receive any confirmation of terms stating the amount that would remain in your account after wagering?

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,

Petra

Hey,

I received the bonus on the 13/02/2026.

The amount I had to wager was $733.15.

I did not receive anything at all stating that the amount of $26 would be remaining in the account after meeting the wagering requirements. After it happened, I asked 6 different agents to please show me where it states I will be left with $26 and not one could provide this. Support also could not provide this when they replied to my email and they stated there was an error.

Thanks

Dear itsmeDutley,

Thank you for your reply and for providing the previous details.

To help us review your case accurately, could you please clarify the following:

• What specific details were included in the initial email regarding your "Loyalty Bonus"? If possible, could you share a link or screenshot of the bonus?
• Have you received any confirmation or notification that the bonuses were granted to you?
• Have you retained any screenshots or transcripts from live chat interactions that could help clarify your discussions with the agents?

You can send all relevant documents to petra.h@casino.guru or post your screenshots directly to this thread.

Thank you again for your cooperation.

Hey Petra,

I will forward all the details to your email if that's OK. Yes, I sent the transcripts of chats to myself also.

I have received another response from them this morning regarding the "loyalty bonus" and they are still claiming they have done the right thing basically.

I have just replied as they didn't acknowledge once again that they have made me try wager my own money that they took into he first place and shouldn't have! They just keep having the same excuse that they have followed procedure...... so basically procedure says if they take your money in error,when they give it back, make the player wager it and that way they more than likely won't have to pay the money the took back lol. Its actually disgusting how they are going about this.

Dear itsmeDutley,

I just wanted to check if you have already sent the chat transcripts I mentioned earlier. If not, could you please send them to this email address: petra.h@casino.guru.

Thank you for your cooperation.

Dear itsmeDutley,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Petra
Casino.Guru