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I cannot withdraw my 100€ in any way. The message continuously shows up: your deposit must be wagered before a new withdrawal can be made. How can this be resolved? Obviously, my deposit has already been fully wagered.

Non mi fa prelevare in nessun modo 100€. Esce sempre la scritta: il tuo deposito deve essere scommesso prima che possa essere effettuato un nuovo prelievo. Come si può risolvere? Ovviamente il mio deposito è stato già interamente scommesso.

Dear c6ftcpw6k5,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. All regulated casinos require players to wager real money deposits. This is one of the standard AML (anti-money laundering) rules. The deposit wagering requirements are usually 3-10x the value of the last deposit, and it isn't anything unfair. I have also checked the casino’s withdrawal rules in the T&Cs and I found this:

6.8 Minimum funds rollover before a withdrawal is x1 (one). If the wager of the funds (the amount of placed bets) is less than the deposit amount, we reserve the right to cancel all winnings and keep the commission of 10% (ten percent) (but not less than USD 0.50 (fifty cents) of the amount of the last deposit as payment expenses, and the 15% (fifteen percent) commission if your account balance has been charged with a bank card or bank transfer.

Could you please confirm that you wagered your whole deposit at least once? How much money did you deposit?

Looking forward to hearing from you.

Best regards,

Kristina

yes I loaded 38 and bet them all, I won 100 and made the claim, now I won 224 and made the withdrawal but it's still waiting

si avevo caricato 38 e li ho scommessi tutti, ho vinto 100 e ho fatto il reclamo, adesso ho vinto 224 e effettuato il prelievo ma ancora è in attesa

Sure they will ask me for documents, but why don't they let me verify the account of my own free will? PS since I made the withdrawal request I have not received any confirmation email

Sicuramente mi chiederanno i documenti, ma perché non mi fa verificare l’account di mia spontanea volontà? P.s da quando ho eseguito la richiesta di prelievo non mi è arrivata nessuna mail di conferma

Thank you for your reply, c6ftcpw6k5. In your first message, you mentioned that you cannot request a withdrawal because you have not met the deposit wagering requirements. So, do I understand correctly that you managed to request the withdrawal? Could you please post a screenshot of your withdrawal history here in this thread?

Dear c6ftcpw6k5,

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.

They paid, everything was fine

Hanno pagato, tutto apposto

Dear c6ftcpw6k5,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Kristina

Casino.Guru