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My withdrawal was rejected on the grounds that the deposit amount of €600 had not yet been wagered three times. Upon inquiry, support explained to me that roulette only counts towards this wagering requirement at 5%. This means that €708 would still need to be wagered. In my opinion, this rule only applies to bonus funds. The terms and conditions only mention this in connection with bonus funds. I was further informed that sports bets also only count at 5%. After reviewing my bets, I have come to the conclusion that I have already met the wagering requirements of €1,800. The casino is therefore trying to withhold the payout.

I would therefore like to file a complaint against this casino for the reasons stated above.

I have all correspondence with support and have attached it.

Meine Auszahlung wurde abgelehnt mit der Begründung, dass der Einzahlungsbetrag von 600€ noch nicht 3x umgesetzt wurde. Auf Nachfrage wurde mir vom Support erklärt, dass Roulette nur zu 5% bei dieser Umsetzung angerechnet wird. Somit wären noch 708€ umzusetzen. Meiner Auffassung nach gilt diese Regelung nur für Bonusgelder. In den Geschäftsbedingungen findet sich dieser Hinweis auch nur im Zusammenhang mit Bonusgeldern. Weiterhin wurde mir erklärt, dass Sportwetten ebenfalls nur zu 5% angerechnet werden. Nach Überprüfung meiner Wetteinsätze komme ich zu dem Schluss, dass ich die Umsatzbedingungen von 1800€ bereits erfüllt habe. Das Casino versucht daher die Auszahlung zurückzuhalten.

Ich möchte daher mit oben genannter Begründung eine Beschwerde gegen dieses Casino einreichen.

Sämtlicher Schriftverkehr mit dem Support liegt vor und habe ich beigefügt.

Dear Mileso,

Thank you very much for submitting your complaint. I’m sorry to hear about the issues you're facing with your withdrawal.

To help us investigate this issue further, I would appreciate it if you could clarify a few points:

• Regarding the requirement to wager the deposit amount, the casino's reasoning may be tied to Anti-Money Laundering (AML) regulations. These are standard procedures casinos follow to prevent illegal activities such as money laundering.
• Was your account successfully verified in the past, and if so, could you please confirm when this was completed?
• Could you also forward your game history?

Please note that if the matter becomes solely related to sports betting, we regret to inform you that we won't be able to assist you as we do not have a department handling such issues.

Your cooperation in providing these details will help us investigate and work towards a resolution. If you have any other relevant communication with support or other documents, feel free to forward them to petronela.k@casino.guru.

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

Ladies and Gentlemen

After informing the casino that I had filed a complaint regarding this matter, my withdrawal was finally approved, even though I had not placed any further bets.

The case can now be considered solved. Thank you for your help.

Best regards

Miles

Sehr geehrte Damen und Herren,

nachdem ich das Casino darüber in Kenntnis gesetzt habe, dass ich in dieser Angelegenheit eine Beschwerde eingereicht habe, wurde meine Auszahlung nun doch genehmigt, obwohl ich keine weiteren Einsätze geleistet habe.

Der Fall kann damit als gelöst betrachtet werden, ich danke Ihnen für Ihre Mithilfe.

Liebe Grüße

Miles

Dear Mileso,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot (link here). An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Petronela

Casino.Guru