ChalkWins Casino - Затримка зняття коштів

hi, I made a deposit of 25 euros to the casino on 27.12.2024 and selected the bonus 130% deposit bonus + 300 free spins. I played the deposit bonus and lost my own balance and my bonus balance and did not play free spins. After this, I made deposits for a total of 250 euros without a bonus and I had made sure that I did not have an active bonus or bonus money when I made deposits. I managed to win 400 euros and made a withdrawal request. On 28.12 I decided to play the free spins and started to roll over the winnings. after playing for a while I decided that I didn't want to play with the bonus because the highest withdrawal amount was 100 euros with free spins, so I had read the conditions carefully. So I canceled the bonuses and played my balance to 0 euros and my bonus balance to 0 euros and there was no active bonus in my account.

On 29.12 I wanted to play more with real money and thought about making a deposit, but I had that pending withdrawal of 400 euros so I decided to cancel it and play with it. I managed to win a total of 3000 euros and the casino in question has a maximum withdrawal of 1000 euros in 24 hours, so I made the first withdrawal on 29.12.2024. On December 31, 2024, I received an email claiming that I had violated the bonus terms and the withdrawal was rejected and all my funds were removed from my balance, excluding the most recent deposit of 50 euros. I have tried countless times by e-mail to clarify the matter and I always get the answer that unfortunately the decision is final and cannot be reversed. I also contacted MADRE, from which I received a reply that the complaint has been submitted to the casino, but I don't think that will help anything. could you help me with this so that things go fairly and I get my winning money? So I am completely sure that I have not violated the bonus condition and that none of the euros I have won have been won with the help of a bonus..

Dear Allu,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.