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I won bonus rounds and met all the rollover requirements... I had 10 reais left in bonus...

I ended up with 232 reais

Then, I deposited 5 reais and continued playing, ending up with 285 reais

The casino is saying that I can only withdraw 25, and all the money will be removed

My account shows that I have 0 in bonus and 285 available for withdrawal

Nevertheless, even after depositing 5 reais and winning 50, the casino won't let me withdraw even those 50

Ganhei rodadas bônus e cumpri todo o rollover... sobrou 10 reais de bônus...

Terminei com 232 reais

Depois, depositei 5 reais e continuei jogando, terminando com 285 reais

O cassino diz que só posso sacar 25, e todo o dinheiro será removido

Na minha conta diz que tenho 0 de bônus e 285 de valor disponível para saque

Mesmo assim, depois que depositei 5 reais ganhei 50, e o cassino não quer me.deixar sacar nem esses 50

Dear Jackanrick,

Thank you very much for submitting your complaint. I’m sorry to hear about the issues you’re experiencing with your withdrawals from the online casino.

To help us better understand and address your situation, could you please provide some additional information?

• Could you specify the exact date and time when you met the rollover requirements and had 232 reais?
• Have you received any emails or communication from the casino regarding the withdrawal limit or any other related issues? If so, could you forward any relevant communication along with your game history to petronela.k@casino.guru?
• Which exact bonus did you redeem and play?

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,

Petronela

On 2024-05-29 01:17:41 I spun one of the fortunes and won 50 reais. In my account my bonus balance became 0 and it appeared that I had 227.22 available balance

I tried to withdraw and the casino said I couldn't, that this was a bonus and I had to make 250 to withdraw 25.

I continued chatting with them saying it was a bonus and them repeating the same message until I gave up.

So on 2024-05-29 01:40:10 I deposited 5 reais to play with my own money, with the 5 deposit

I spun 3x 50 cents and won 30 2024-05-29 01:43:38

I continued playing and had several wins

The most expressive of 20 2024-05-29 01:50:26 and 56 2024-05-29 10:18:39

Now I have a balance of 336.85, and the casino won't let me withdraw the 110 I won with my 5 because it says it's all a bonus, that I have to withdraw 25 reais and the rest will disappear

In the attached image is the conversation that talks about the 25

No dia 2024-05-29 01:17:41 eu girei um dos fortunes e ganhei 50 reais. Na minha conta meu saldo de bônus virou 0 e apareceu que eu tinha 227,22 de saldo disponível

Tentei sacar e o cassino disse que não podia, que isso era bonus e eu deveria fazer 250 para sacar 25.

Continuei no chat com eles dizendo que era bônus e eles repetindo a mesma mensagem até eu desistir.

Então as 2024-05-29 01:40:10 eu depositei 5 reais para jogar com meu dinheiro próprio, com os 5 de depósito

Girei 3x de 50 centavos e ganhei 30 2024-05-29 01:43:38

Continuei jogando e tive vários ganhos

Os mais expressivos de 20 2024-05-29 01:50:26 e 56 2024-05-29 10:18:39

Agora estou com saldo de 336,85, e o cassino não deixa eu sacar os 110 que ganhei com meus 5 pois diz que é tudo bônus, que eu tenho que sacar 25 reais e o resto vai sumir

Na imagem anexa está a conversa que fala dos 25

Hi Jackanrick,

I require your game history in a format other than forwarded screenshots. I suggest requesting the complete game history directly from the casino. As you can imagine, if we were to receive game histories from all our users in screenshot form, it would consume significant time arranging the screenshots in chronological order.

Thank you for your understanding. 

Hello,

The casino did not provide me with the history in any other way

Olá,

O cassino não me forneceu o histórico de outra maneira

Hi Jackanrick,

Could you please confirm if this is the exact bonus you redeemed? According to the terms and conditions, the maximum cashout is R$50.

Our users who receive this test bonus will be able to withdraw no minimum R$25 and no maximum R$50.

Thank you.

Hello Petronela

Yes, but my complaint is that I deposited 5 reais to play at the casino, without bonus, and my money got mixed with the bonus

After depositing and playing, the casino's claim was that it was all a bonus, and I won 110 reais with the 5, they only allowed me to withdraw 25 claiming that the total amount was a bonus

Olá Petronela

Sim, mas minha reclamação é que eu depositei 5 reais para jogar no cassino, sem bônus, e meu dinheiro se misturou com o bônus

Após depositar e jogar, a alegação do cassino foi de que era tudo bônus, sendo que ganhei 110 reais com os 5, eles me permitiram sacar só 25 alegando que o valor total era bonus

Thank you very much, Jackanrick, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@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 in the near future.  

Hello, Jackanrick,

I am sorry to hear about your trouble. I will contact the casino and try my best to resolve the issue as soon as possible.

Dear Onwin365 Casino team,

Could you please explain the player's situation in more detail?

Is the casino able to substantiate its claims and decision to confiscate the user's winnings with relevant evidence? It would help if you could provide us with the game logs from the complainant's casino account, with all the important data.

Feel free to send the necessary evidence to my email address (branislav.b@casino.guru).

Hello Jackanrick

We deeply regret any confusion generated on our website, please let us clarify what happened. When using our promocode and depositing the amount of R$5 to activate and the balance was R$5. After that, we saw that during your bets you lost the value and used a new promo code, and one of the rules necessary to cover it was to reach a value greater than 250 reais to make the withdrawal, but before reaching this value, you ended up losing.

We understand how this can be confusingly interpreted and would like to apologize for any misunderstandings. Our goal is to provide a transparent and enjoyable gaming experience for all of our users, and transparency is paramount in all of our communications.

If you have any questions or require additional clarification about our promotions or any other aspects of our services, our customer support team is on hand to assist you. You can contact us via our live chat at: https://www.onwin365.com/sportsbook/prelive/day

We hope this explanation has clarified the situation, and we apologize again for any confusion. We are here to help you with whatever you need.

Yours sincerely,

ONWIN365

Ola Jackanrick



Lamentamos profundamente qualquer confusão gerada em nosso website, nos deixe esclarecer o que ocorreu. Ao utilizar nosso promocode e depositar a quantia de R$5 para ativar e o saldo ficou no valor de R$5. Após isso, vimos que durante suas apostas você perdeu o valor e utilizou um novo promo code, e uma das regras necessárias para contemplá-lo era atingir um valor maior de 250 reais para realizar o saque, mas antes de atingir este valor, você acabou perdendo.

Entendemos como isso pode ser interpretado de forma confusa e gostaríamos de pedir desculpas por qualquer mal-entendido. Nosso objetivo é fornecer uma experiência de jogo transparente e agradável para todos os nossos usuários, e a transparência é fundamental em todas as nossas comunicações.

Se você tiver alguma dúvida ou precisar de esclarecimentos adicionais sobre nossas promoções ou quaisquer outros aspectos de nossos serviços, nossa equipe de suporte ao cliente está à disposição para ajudá-lo. Você pode entrar em contato conosco através do nosso chat ao vivo em: https://www.onwin365.com/sportsbook/prelive/day

Esperamos que esta explicação tenha esclarecido a situação, e pedimos desculpas novamente por qualquer confusão. Estamos aqui para ajudá-lo no que for necessário.

Atenciosamente, 

ONWIN365

This is not true.

Could you please show this in my game history?

I had a balance of more than 100 reais in bonus balance and I deposited 5 to bet real balance, in 3 spins of 50 cents I already won 50 in the fortune game

Then I continued, 3 when I added 100 in profit I tried to withdraw you said it was all bonus

When I complained, they gave me back my 5 reais, and only

Isso não é verdade.

Poderiam por favor mostrar isso em meu histórico de jogos?

Eu estava com um saldo de mais de 100 reais de saldo bônus e depositei 5 para apostar saldo real, em 3 giros de 50 centavos já ganhei 50 no jogo da fortuna

Depois continuei, 3 quando somei 100 de lucro tentei sacare vocês disseram que era tudo bônus

Quando reclamei, me devolveram meus 5 reais, e só

Hi jackanrick

First, I will reinforce with you the rules of this bonus.

To make a single withdrawal of R$25.00 it is necessary to earn R$250, after which the entire balance will be deleted.

Before you made the deposit of R$5 reais, the balance on the panel was R$227.22

After depositing R$5 reais you ended up with the amount of R$232.22

you continue playing, but you didn't make any winnings with the R$5.00 you deposited, the winnings that are on your panel all refer to the bonus. Therefore, you were unable to make the withdrawal you requested of R$ 285.00 on 05/29

After that, he tried again to withdraw R$340.00

And as stated in the bonus rule, you can only withdraw R$25.00 in which you made the withdrawal, withdrew the amount of 25 reais and the remainder was reported as stated in the rules.

Yours sincerely,

Onwin365 team.

Ola jackanrick

Primeiramente, irei reforçar com você as regras desse bônus.

Para realizar o saque único de R$25,00 é necessário atingir o ganho de R$250, após isso, todo o saldo será deletado.

Antes de você realizar o depósito de R$5 reais estava com o saldo no painel de R$227,22

após depositar R$5 reais você ficou com a quantia de R$232,22

você continua jogando, mas não obteve nenhum ganho com os R$5,00 que você depositou, os ganhos que estão no seu painel todos são referentes ao bônus. Por isso, você não conseguiu realizar o saque que solicitou de R$ 285,00 no dia 29/05

após isso tentou novamente um saque de R$340,00

E como consta na regra do bônus, você só consegue realizar o saque de R$25,00 na qual você realizou o saque, retirou a quantia de 25 reais e o restante foi delatado conforme consta nas regras. 

Atenciosamente,

Equipe Onwin365.

So do you mean to say that my 5 reais deposited became a bonus? Does not make sense.

After telling me that the bonus worked this way, I deposited 5 reais to play

How do you separate what is a balance and what is a bonus?

If I were to play with bonuses, I wouldn't need to deposit money, right?

Então vocês estão querendo dizer que meus 5 reais depositados viraram bônus? Não faz sentido.

Após me falarem que o bônus funcionava dessa maneira, eu depositei 5 reais para jogar

Como vocês fazem essa separação do que é saldo e o que é bônus?

Se fosse para jogar com bônus, eu não precisava depositar dinheiro certo?

The amount you deposited of 5 reais did not become a bonus, but added to the amount you earned through the bonus.

And as you had made 232.22 reais with the bonus, you could only withdraw the amount of R$25 reais when you reached 250 reais

The amount you deposited only helped to top up your balance up to the minimum amount needed to make the withdrawal.

But as stated in the bonus rules, you would only be able to withdraw R$25.00 as you withdraw and after that the rest would be deleted.

O valor que você depositou de 5 reais não virou bônus, mas juntou com a quantia ganha por você através do bônus.

E como você tinha feito 232,22 reais com o bônus, você só poderia sacar o valor de R$25 reais quando alcançar o 250 reais

O valor que você depositou apenas ajudou a completar o seu saldo até o valor mínimo necessário para realizar o saque. 

Mas como consta nas regras do bônus, você só conseguiria sacar R$25,00 conforme você sacou e após isso o restante seria deletado. 

Thank you both for your replies and additional information.

Dear jackanrick,

Do I understand correctly that you successfully withdrew R$25.00?

Dear Jackanrick,

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.