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Thanks for the information. Here's a clear, firm, but respectful draft of a complaint you can send to Guru Asimo or the appropriate customer service department:

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Subject: Claim for total cancellation of winnings after voluntary cancellation of the bonus

Dear Guru Asimo Team,

I am contacting you to express my dissatisfaction with the complete cancellation of my winnings, which amounted to €1,300, after using one of your bonuses.

I acknowledge that I initially made a mistake by placing bets over €5 while the bonus was active, which violated the stipulated terms and conditions. However, upon realizing this violation, I voluntarily canceled the bonus and continued playing without the bonus active until I reached the aforementioned amount.

I understand that winnings obtained through improper use of the bonus may be voided, but I consider it unfair and disproportionate that winnings obtained after canceling the bonus and playing with real funds, without any promotional benefits, are also being withdrawn.

I request a detailed review of my case and a clear explanation of what portion of my earnings corresponds to the period following the bonus cancellation. I also request the return of any earnings legitimately earned outside of the promotional framework.

Thank you for your attention and I look forward to hearing from you.

Sincerely, Iker

Gracias por la información. Aquí tienes un borrador de queja clara, firme pero respetuosa, que puedes enviar a Gurú Asimo o al servicio de atención correspondiente:

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Asunto: Reclamación por cancelación total de ganancias tras anulación voluntaria del bono

Estimado equipo de Gurú Asimo,

Me pongo en contacto con ustedes para expresar mi disconformidad con la cancelación total de mis ganancias, que ascendían a 1.300€, tras haber utilizado uno de sus bonos.

Reconozco que, en un principio, cometí un error al realizar apuestas superiores a 5€ mientras el bono estaba activo, lo cual va en contra de las condiciones estipuladas. Sin embargo, al darme cuenta de esta infracción, cancelé el bono de manera voluntaria y continué jugando sin el bono activo hasta alcanzar la cantidad mencionada.

Entiendo que se anulen las ganancias obtenidas durante el uso indebido del bono, pero considero injusto y desproporcionado que se me retiren también las ganancias conseguidas después de haberlo cancelado y de estar jugando con fondos reales, sin ninguna ventaja promocional.

Solicito una revisión detallada de mi caso y una explicación clara sobre qué parte de mis ganancias corresponde al periodo posterior a la cancelación del bono. Asimismo, pido que se me restituyan aquellas ganancias legítimamente obtenidas fuera del marco promocional.

Agradezco su atención y quedo a la espera de una pronta respuesta.

Atentamente iker

Dear Ikerap97,

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:

3g. Max bet limit 5 EUR (5 USD/8 CAD/5 CHF/20 PLN/50 NOK/8 NZD/1,700 HUF/10 BGN/125 CZK/30 BRL/4,500 CLP/7,000 KRW/25 PEN/600 JPY/1,000 PKR/500 BDT/400 RUB/400 INR/40 CNY/25 MYR/160 UAH/180 THB/100 MXN/125,000 VND/80,000 IDR/17 GEL/45 HKD/40 HRK/2,500 KZT/100 MDL/300 MKD/85 MVR/300 PHP/25 RON/7.5 SGD/20,000 KHR/100 EGP/3,000 CRC/20,000 COP/60,000 UZS/17,500 MNT/100,000 LAK/10 AZN/ 130 HNL/ 210 UYU/ 100 ZAR) includes bets doubling after a game round has been completed and bonus rounds purchased within the game.

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 like you have been accused mistakenly, feel free to forward me your game history, together with a link to the specific bonus that you redeemed and played. My email address is [email protected].

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

Best regards,

Kristina

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Yes, I have seen the conditions and I understand them. I mean that once I found out, I canceled the bonus myself and continued playing with my real money. The profits I obtained were from the already canceled bonus, and when I went to withdraw them, everything was taken from my account.

Si, he visto las condiciones y las entiendo, me refiero que una vez que me entere yo mismo cancele el bono, y seguí jugando con mi dinero real, las ganancias que obtuve eran con en bono ya cancelado, y al ir a retirarlas se me ha quitado todo de mi cuenta

Thank you for your reply, Ikerap97. Please understand that in order for us to proceed with a case like this, we need to review all available information, especially your game history. Please get back to my first reply and provide all the required information. Thank you.

Dear Ikerap97,

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,
Kristina
Casino.Guru