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After several deposits, and playing a lot, I managed to raise €1800 which I asked to withdraw.

I receive an email, that they would only pay me after 7 days. So far everything is ok, however they later say that I am only entitled to €500, and that they were doing me a favor, as I had violated any law, which even they cannot say what it is, after asking.

very bad at customer support as they are always passing on to someone else in another department.

apart from saying that they only let me withdraw €500 for the rest of the credit, I don't have access to it, it's all gone!

and they still haven't deposited me, making it 7 days ago!

Thanks

Depois de vários depósitos, e de jogar imenso, consegui reunir 1800€ aos quais pedi para levantar.

recebo um e-mail, que só me iriam pagar depois de 7 dias. Ate aqui tudo ok, entretanto dizem depois que só tenho direito a 500€, e que me estavam a fazer um favor, pois tinha violado qualquer lei, que nem eles sabem dizer qual é, depois de ter perguntado.

muito mau no apoio ao cliente, pois estão sempre a passar para outra pessoa noutro departamento.

pra além de dizerem que apenas me deixam levantar 500€ o resto do crédito, não tenho acesso a ele, desapareceu todo!

e ainda não me depositaram, fazendo hj 7 dias!

Obrigado

Dear Daniel,

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):

"Once you receive a bonus you will be eligible to cash out a maximum of x20 of your deposit until your general casino balance reaches 0."

"All Cashback is restricted to a maximum withdrawal limit of 10X the cashback amount."

"Real Money Bonus has 0x wagering requirements and can be used in any real money games. The use of the real money bonus will be audited against the terms and conditions of the casino to ensure fair gaming and proper use of bonuses which includes but not limited to irregular play and betting rules. Real money bonus must be used by placing bets before a withdrawal request can be made. Maximum cashout allowed is x10 of the real money bonus received and the rest will be removed upon approval of the withdrawal request."

I would like to emphasize, that according to our Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#win-limits, 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.

Could you please advise which exact bonus you have activated and played? Please forward your bonus history to petronela.k@casino.guru.

Thank you in advance for your reply and I hope we will be able to help you as soon as possible.

Best regards,

Petronela

Could you please advise from which exact deposit you have accumulated your winnings? Was it €20 or €25? Thank you.

I think it was 25€, but I always accumulated the winnings and always tried to withdraw.

I think the last deposit was €25

Penso, que foram 25€, mas acumulei sempre os ganhos e tentava sempre levantar.

Penso que foram mesmo 25€ o ultyimo deposito

If your last deposit was €25, please check again the following rule:

"Once you receive a bonus you will be eligible to cash out a maximum of x20 of your deposit until your general casino balance reaches 0."

(€25 x 20 = €500)

Please understand that it is nothing unusual to have maximum cashout applied to bonus winnings. Could you confirm that you have received the withdrawal of €500? Thank you.

Dear Daniel,

Have you received your winnings? We are extending the timer by 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it. Looking forward to hearing from you.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.