5Gringos Casino - プレイヤーの引き出しはキャンセルされ、資金が差し引かれました。

I played with and released a bonus of which the T&Cs state only 5x the bonus amount is to be released.

The balance wasn't automatically amended so I ran the balance down to below the required release amount.

The bonus funds were from the "bonus crab" game, the amount won was $45 and the release amount is 5x making it $225.

My total balance was at $200, I then went on to win and attempted to withdraw $600. My withdrawal was cancelled and a total of $490.80 was deducted from my balance leaving me with $132.88.

When I asked what happened I was told the deduction was made as per the bonus release T&Cs. Having had my balance below the release amount already I don't think any deduction should have been made at all.

If by some stretch of the imagination my balance being below the bonus release amount doesn't count then I would assume I would have at least been left with the $225. When I asked why this wasn't the case I was told that I had wagered the rest which is not true as I can show in screenshots.

I'll attach screenshots of when my balance was below $200 as well as when they deducted the funds from mu balance. I've also got the transcript of my converstaion with the support member if needed too.

Dear dillonwilkinson,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify the situation.

Could you please provide me with the exact link to the bonus you claimed? If you received the bonus via email, kindly forward the promotional offer to me at veronika.l@casino.guru. Additionally, please share any relevant screenshots, chat transcripts, or email communication between you and the casino that may assist in our investigation.

Could you also specify what your balance was immediately after completing the wagering of the bonus? Did you receive any pop-up or notification confirming that the wagering requirements were successfully fulfilled?

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

Best regards

Veronika

Sure, the bonus was the $45 bonus cash prize from the "bonus crab" game. It's the claw game you get with every deposit.

And yes I'll attach the screenshot of my history where it shows the bonus being released. It released a balance of $1036.27 and it was released to my "real funds"

You can see both where the bonus was released and then where they deducted from my balance.

Thank you for the screenshots as well as the chat transcript you provided me with. Please ask the casino to send you the entire gaming history from September 16, when your bonus winnings were capped at $132.88 in Excel format, and then forward it to me at veronika.l@casino.guru.

Dear dillonwilkinson,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.