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Good morning, I played the free spins offered in cash bandits 3 and won around 130€ and so the excess of 100€ went to the casino, having only kept the 100€ and possible for withdrawal and so I continued to play I changed game and made a move of €50 (since the money could be withdrawn and if it was a bonus it wouldn't let me make such a big bet) after that move I won €2300 as it was a good amount of winning I decided to make the deposit and send the document and taking into account that it took more than 2 weeks to validate the documents, after validating the account I proceeded to the withdrawal request where I waited 7 working days for the money to be withdrawn and I could only withdraw €125. And they still say it was bonus money when they had already withdrawn the excess the first time and still withdraw a second time

Bom dia eu joguei as free spins que oferecem no cash bandits 3 e ganhei a volta de 130€ e assim sendo o excesso dos 100€ ficaram para o casino, tendo só ficado com os 100€ e possíveis para levantamento e assim sendo continuei a jogar mudei de jogo e fiz uma jogada de 50€ (visto que o dinheiro era possível retirar e se fosse bônus não me deixava fazer uma aposta tão alta) após essa jogada ganhei 2300€ visto ser um bom valor de ganho eu decidi fazer o depósito e enviar o documento e tendo em conta que para validarem os documentos demoraram mais de 2 semanas, após a validação da conta procedi ao pedido de levantamento onde aguardei 7 dias úteis para depois me retirarem o dinheiro e só pude levantar 125€ . E ainda dizem que era dinheiro de bônus quando já me tinham retirado o excesso da primeira vez e ainda retir uma segunda vez

Dear henriques88,

Thank you very much for submitting your complaint. I’m very sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Do I understand correctly that you finished the wagering requirements for the free spin bonus, then continued playing and accumulated further winnings of €2,300?

Could you please advise which bonus you activated? If possible, post here the link to offer you redeemed.

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

Best regards,

Kristina

Good morning, I activated the cash bandits free spins bonus 3 the code is SPINBANDIT60 I completed the free spins and they immediately removed the excess winnings because I won around €120 in the free spins and as they removed I only had €100 possible to withdraw I just went to play and I made a €50 move, which they don't let you do during an active bonus. The free spins link I got through you

Bom dia eu ativei o bonus dos free spins do cash bandits 3 o código é SPINBANDIT60 eu completei os free spins e retiraram logo o excesso dos ganhos pois ganhei a volta de 120€ nos free spins e como retiraram fiquei só com 100€ possíveis de levantar só que foi jogar e fiz uma jogada de 50€ coisa que durante um bônus ativo não deixam fazer . O link dos free spins arranjei através de voces

Thank you very much for your reply, henriques88. Before we move forward with this complaint, could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

What I communicated with them was through the live chat, I only have here in the email the notice of the withdrawal and also what I replied

Tu o que comuniquei com eles foi através do live chat só tenho aqui no e-mail o aviso do levantamento e também o que respondi

Thank you very much henriques88 for your reply. I will now transfer your complaint to my colleague Matej (matej@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello henriques.

I am sorry to hear about your troubles.

This is how the casino sets the no deposit bonus policy:

88,12.4. No-Deposit Welcome Bonuses in the amount of $39 or less carry a maximum withdrawal of $50. Bonuses in amounts of $40 and higher have a maximum withdrawal of $100 except where explicitly stated otherwise.

12.5. Withdrawal can be requested only after the wagering requirements are met.

12.6. To request a withdrawal of a No-Deposit Welcome Bonus after wagering requirements are completed, our system requires a verification deposit of $25 (for bonuses with maximum withdrawal of $100) or in an amount equal to the difference between the maximum cashout of the bonus and the minimum withdrawal amount, which should be wagered once.

Because you didn't make a deposit after the casino cut your winnings, you cannot consider the bonus funds as the real ones. I am afraid the casino had right to cut you the balance two times

I proceeded with the deposit because only after a deposit is made can we validate our account. I deposited 25 dollars. But I only proceeded with the deposit after having won the said 2300 dollars

Eu procedi ao depósito pois só após ser feito um depósito é que podemos validar a nossa conta eu depositei 25 dólares. Mas só procedi ao depósito após ter ganho os tais 2300 dólares

Dear henriques.

I understand your situation, but please consider this logic:

To be able to withdraw the winnings from the no deposit bonus, you need to make a deposit.

The casino cut your winnings and expected you to make a deposit, but you didn't and instead played with the balance. (they don't know why, maybe you decided that you don't want to make a deposit and want simply use the money and have fun) At this point, the condition to get a winning wasn't met. After another winning, you were in the same situation, and again casino cut your winnings because before, you didn't fulfil the condition (deposit). The casino had the right to do it because this is how the no deposit bonus works. To convert the winnings to real money, you need to make a deposit. Because you didn't the first time, the casino cut your winnings twice.

Dear henriques88,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond to your complaint in the given time frame, or don’t require any further assistance, we will reject it.

Thanks for your help but I already realized that I can't do anything else

Obrigada pela vossa ajuda mas ja percebi que não dá para fazer mais nada

I am sorry, henriques88, but there is nothing to do in this case.

Because of the reasons I explained above, we are rejecting this case as unjustified.