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I deposited €30 and played slot games with a €0.40 bet size. Before submitting my second withdrawal request, I completed a total of 228 spins, which equals €91.20 in wagering. The casino requires the deposit to be wagered three times (€30 × 3 = €90), meaning the wagering requirement was fully completed. My second withdrawal request was for €268.04. My first withdrawal request was cancelled because the wagering was not yet completed, which was understandable. After completing the wagering requirement, I submitted the second withdrawal request. The casino cancelled it and claimed that I violated section 12.10 of their Terms and Conditions. They did not specify which part of section 12.10 was allegedly violated, did not provide any evidence, did not explain when or how the violation occurred, and did not suspend or close my account. If a real violation of section 12.10 had taken place, account closure would be mandatory. Instead, the casino returned only my deposit and confiscated the winnings. I use mobile data on my phone and I live near the Finland–Sweden border, which may cause my IP address to appear slightly different at times. This is normal for mobile networks and does not indicate VPN use or any attempt to hide my location. When I asked the casino for clarification, they responded only with generic statements such as "the decision is final" and "the decision was made according to our terms," without providing any factual explanation or proof. The reason for cancelling the withdrawal changed only after the wagering requirement was completed, which raises concerns about the legitimacy of the decision. I respectfully request that the casino clearly state which specific part of section 12.10 was violated and provide evidence to support this claim. Since the wagering requirement was fully completed and no valid violation has been demonstrated, I request that my confiscated winnings (€238.04) be released. I can provide screenshots of gameplay, wagering calculations, withdrawal cancellations, and all communication with the casino if needed.

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Dear 1llegal,

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

Dear 1llegal,

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.

Dear 1llegal,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Karla
Casino.Guru