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I won €470 using a sports bonus that the bookmaker itself gave me. After placing the bets, I requested a withdrawal, but they canceled the withdrawal and removed my money, citing supposed terms and conditions that were neither clear nor explained beforehand.

Since then, I've sent several emails requesting a concrete explanation and details of which rule I violated, but they no longer respond to my messages. I believe they are acting abusively, using fabricated or arbitrarily applied conditions to avoid paying out my winnings.

Gané 470 € utilizando un bono deportivo que la propia casa de apuestas me otorgó. Tras cumplir con las apuestas, solicité la retirada, pero cancelaron la retirada y eliminaron mi dinero, alegando unos supuestos términos y condiciones que no estaban claros ni fueron explicados previamente.

Desde entonces he enviado varios correos solicitando una explicación concreta y el detalle de qué regla incumplí, pero ya no responden a mis mensajes. Considero que están actuando de forma abusiva, usando condiciones inventadas o aplicadas de manera arbitraria para no pagar las ganancias.

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Dear Borja.1,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Thank you for your response, but I would like to clarify that my case is not about a payment delay or a pending verification process.

My account is fully verified (KYC approved) and there are no withdrawals in process. The problem is that when I requested a withdrawal, the casino canceled the request and completely wiped out my balance, confiscating €470.

The casino alleges supposed "bonus manipulation," but only after completing the bonus rollover, and without contributing:

Specific bets

Dates or times

Objective tests

Detailed calculations

They simply applied generic terms retroactively, without prior warning, and withdrew all the money from my account. Furthermore, they no longer respond to my emails.

Therefore, this is not a case of "waiting 14 days," but rather a confiscation of winnings after the bonus conditions have been met, which I consider unfair and abusive. I request that the complaint be continued and that the casino be asked for a concrete and documented justification for its decision.

Thank you for your time.

Gracias por la respuesta, pero quisiera aclarar que mi caso no se trata de un retraso en el pago ni de un proceso de verificación pendiente.

Mi cuenta ya está completamente verificada (KYC aprobado) y no hay ninguna retirada en proceso. El problema es que, cuando solicité la retirada, el casino canceló la solicitud y eliminó completamente mi saldo, confiscando 470 €.

El casino alega una supuesta "manipulación de bono", pero solo después de haber completado el rollover del bono, y sin aportar:

Apuestas concretas

Fechas u horas

Pruebas objetivas

Cálculos detallados

Simplemente aplicaron términos genéricos de forma retroactiva, sin advertencia previa, y retiraron todo el dinero de mi cuenta. Además, ya no responden a mis correos.

Por tanto, no es un caso de "esperar 14 días", sino de confiscación de ganancias tras cumplir las condiciones del bono, lo cual considero injusto y abusivo. Solicito que la queja continúe y que se pida al casino una justificación concreta y documentada de su decisión.

Gracias por su atención.

Dear Borja.1,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Hello, I have not received a refund or any response from the casino, even though I have written to them on numerous occasions.

Hola, no he recibido el reintegro ni ninguna respuesta por parte del casino, aún habiéndole escrito en numerosas ocasiones.

Thank you, Borja.1, for your response. Unfortunately, since you have clarified that the issue solely pertains to sports betting, we regret to inform you that we are unable to assist you in this matter. We sincerely apologize for our inability to resolve your case. However, please feel free to reach out to us if you encounter any issues with other casinos in the future. Since we currently do not have a department specifically dedicated to sports betting disputes and lack sufficient expertise in handling such cases, we are regrettably unable to proceed with your complaint. I genuinely wish I could have been of more assistance.

While we don’t have the expertise or resources to handle these types of complaints directly, I want to make sure you have the right support to move forward.

Here are some specialized websites that may be able to assist you:

• https://www.safebettingsites.com/complaints/
• https://www.bookmakersreview.com/sportsbook-complaint/
• https://www.bookmakers.bet/submit-a-complaint/
• https://www.askgamblers.com/submit-complaint

I hope these resources help you resolve the issue efficiently. Thank you for understanding the limits of our support in this area.

Best regards,

Attila Gorkij