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Goodnight! I made a deposit of €50 with bonus on 10/27. After fulfilling the wagering requirements I made a withdrawal request of €1000. (20× deposit, since the total of my previous deposits is more than €200). The casino canceled my order and replaced my withdrawal request to €300.

When questioning support, they indicate that my deposit level is low to make a withdrawal request in the amount of €1000 and that I am only entitled to withdraw €300.

Can you help me? The casino is not acting in accordance with the general conditions.

Thanks

Boa noite! Efetuei um depósito de 50€ com bonus a 27/10. Após cumprir com os requisitos de apostas efetuei pedido de saque de 1000€. (20× deposito, já que o total dos meus anteriores depósitos são superiores a 200€). O casino cancelou o meu pedido e substituiu o meu pedido de saque para 300€.

Ao questionar o suporte, indicam que o meu nivel de depósitos é baixo para efetuar um pedido de saque no valor de 1000€ e que apenas tenho direito a sacar 300€.

Podem ajudar-me? O casino nao está a agir de acordo com as condições gerais.

Obrigada

Dear Li1979,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the general bonus terms and conditions, and this is what I found (here):

"Withdrawing from Bonus

...

A x1 wagering requirement will be attached to all Cash and Cash Back bonuses. Once a player has been granted a cash bonus or a cash back bonus, his withdrawal is limited x10 of the bonus amount and the casino reserves the right to deduct issued Cashback money from pending withdrawals.

Once a player has started playing with a bonus on his balance, his withdrawal is limited to x20 of the deposit currently in play.

...

Assurance Bonus is restricted to a maximum withdrawal limit of 20x the bonus amount. The bonus amount is non-withdrawable, and the casino reserves the right to deduct issued Cashback money from pending withdrawals."

Could you please advise what was the name of the bonus that you activated with your last deposit?

I would like to emphasize, that according to our Fair Gambling Codex, we consider imposed win limit to be unfair and predator, only when it’s applied to a real money game, however, we accept bonus T&Cs that restrict the maximum cash out from a bonus play.

Looking forward to hearing from you.

Best regards,

Petronela

Hi Petronell,

first of all thank you for your willingness to help me solve this situation. I made a deposit with bonus. (Attached)

I have now checked the email sent to me from the casino indicating that they decided to pay me €300 (withdrawal already approved) and that the remaining €700 was placed in my account to play or withdraw. Can I resend the email to you?

Ola Petronela,

antes demais agradeço a vossa disponibilidade para me ajudar a resolver esta situaçao. Efetuei um deposito om bonus. (Em anexo)

Verifiquei agora o mail enviado para mim do casino a indicar que decidiram apenas me pagar 300€ (saque já aprovado) e que os restantes 700€ me foram colocados na conta para jogar ou sacar. Posso reenviar o mail para si?

Thank you, Li1979, for your reply and forwarded email. I understand now that your payout has been split into several installments. The first one is €300 and the remaining balance is available inside your account to play, or you can wait until the first withdrawal is processed and request another one later. Please let me know when your first withdrawal is processed how you decided and how we should proceed with the case. Looking forward to hearing from you.

Hi Petronell,

I received an email indicating the processing of the €300 (I still haven't received the winnings) and I made a new request to withdraw the remaining amount of €700. I'll let you know when I receive the winnings.

Olá Petronela,

recebi um mail com a indicação do processamento dos 300€ (ainda não recebi os ganhos) e efetuei novo pedido de saque do valor restante de 700€. Informo quando receber os ganhos.

Good afternoon,

I received a payment from the casino in the amount of €300. I have a withdrawal request of €700 pending. Let's see if they pay.

Boa tarde,

Recebi o pagamento do casino no valor de 300€. Tenho o pedido de saque de 700€ pendente. Vamos ver se pagam.

Thank you very much, Li1979, for the update. The least I can do is to leave this complaint open until your confirmation regarding successful withdrawal. Please keep me informed. 

Dear Li1979,

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.

Good afternoon, today I received the information by mail that my withdrawal of €700 was processed. I will let you know when I receive the fanhos in my account.

Thanks

Boa tarde, hoje recebi a informação por mail que o meu saque de 700€ foi processado. Informarei quando receber os fanhos na minha conta.

Obrigada

Perfect 🙂 I will be waiting for good news patiently.

Good afternoon,

I inform you that I received the remaining €700 today.

This way you can consider the complaint as resolved.

Thanks

Boa tarde,

Informo que recebi hoje os restantes 700€.

Desta forma podem dar a reclamação como resolvida.

Obrigada

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Li1979, for your cooperation and confirmation, and please don’t 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,

Petronela

Casino.Guru