Cherry Spins Casino - プレイヤーの撤退が遅れています。

I was given $50 free bonus. I played it at .45 cents a spin as per terms. I played it to 100% then the funds were still not available. I played at that amount for another couple hours to see, still not available. Then I asked if I could bet more now that I met the requirements, no answer. So I did. Does does this mean I breached the terms? They said I did by betting more during the required percentage, but I didn't. I keep asking them to prove it but they just ignore me. Also, the "8.10.3" doesn't exist.

Dear Manon6985,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. I checked the Bonus T&Cs and I found this:

Maximum single bet with any bonus funds is C$0.5. Cherry Spins reserves the right to withdraw any winnings to players that bet over C$0.5 whilst completing wagering requirements.

Our position is closely explained in Fair Gambling Codex:

The max bet rule is, in fact, an industry standard, just as the fact that a casino has the right to seize the player's winnings from bonus play after breaking this rule. We prefer not to go against industry standards by penalizing casinos that use the maximum bet rule against players from time to time. However, if you feel you have been accused mistakenly, please forward me your game history and a link to the specific bonus you redeemed and played. My email address is kristina.s@casino.guru.

If there is any other relevant communication between you and the casino, please send it as well. Thank you in advance for your reply.

Best regards,

Kristina

Dear Manon6985,

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.

I'm not receiving any replies at all from the site. I'm also reaching different emails and chats with no response. What are my options moving forward?

Thank you for your reply, Manon6985. Could you please check if you can download the game history from your player's account and forward it to me?

I can't. It's not an option and they refuse to message me about it now. I really don't know what to do about it. They're not cooperating at all.

Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Dear Manon6985,

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.