Casino Extreme - Las ganancias de los jugadores son confiscadas debido a problemas técnicos.

I had $900 in balance from no deposit bonus where I had won. I bought a $300 plinko bonus. After 61 balls, it took all my funds because playthrough had finished. It never completed or credited the 39 remaining balls it just simply took the $600 I had left and didn't credit any of the 100 ball plink balls that I had bought upfront for $300 leaving $600. They say that I played down remaining winnings with 39 balls that remained from the bonus I had bought up front and cited terms and conditions. It was a technical glitch in my opinion that was compounded by their ignorance. I had a very long chat with support and forwarded it to my email, but when I open email is doesn't display chat history. I'm attempting to get bet history from them which is kinda shady cause most casinos that information is readily available.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

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

• Could you please send me a screenshot or a link to the no-deposit bonus you activated and played with?
• Were your winnings of $900 capped after you finished wagering the bonus? Please note that free bonuses are often limited in the maximum amount you may withdraw from them.
• Can you see all your Plinko balls recorded in your gaming history?
• Which Terms and Conditions did the casino cite when you contacted them?

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

Veronika

Dear extremecasinosux,

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.

No it completed 69 at which point playthrough was done, all funds were taken and didn't get credit for 100 balls. Casino refused to provide bet history. Ot was instant and they said I continued to push plst which I hadnt and I still had 31 ball paid for upfront

Please forward me all the communications between you and the casino customer support regarding this issue at veronika.f@casino.guru. Kindly include all the other evidence from your account that would indicate an error occurred as well. Thank you for your cooperation.

Dear extremecasinosux,

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,
Veronika
Casino.Guru