Casinia Casino - プレイヤーの賞金は没収されました。

Hello all, in Casinia I got a bonus for free spins that I won 420 zloty with that I’ve played until getting 5604.21 zloty 9 days before the wager finish however my balance went to 0 and from support they don’t help saying that their department is checking and I will get an email however this is the 2 time it’s happens and in the first time I never got a reply back. How to solve this issue?

Dear joaodiniz89,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Which bonus did you activate? If possible, please post here a link to the bonus you played with.

Do I understand correctly that the casino didn't clarify what could cause this situation? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. 

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

Best regards,

Kristina

Dear joaodiniz89,

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.