15win Casino - Player’s withdrawal is on hold due to disputed bonus terms.

There's a promotion where they give out 15 reais and stipulate that you have to play PG games to meet the roll-over condition and have a balance of 200 or more to withdraw. I met the roll-over condition playing PG games but only had a balance of 110 reais. I asked the support if I could withdraw and they said I had to have a balance of 200 reais. I reached the 200 benchmark and made a withdrawal, but it wasn't credited to my account and remained under review. I contacted support again to explain that I'd complied with the bonus terms, but they said the amount would be deducted because a deposit was needed as well. I'll include images of the bonus terms below; they don't mention anything about a deposit, and the attendant didn't tell me that a deposit was necessary. I am almost certain I won't receive this money, but I'd like to point out that 15win cannot be trusted.

Dear Fns014,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with 15win.com.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Have you completed account verification in the casino?
• Could you please share a screenshot of your withdrawal request and communication with the casino, where they ask you to make a deposit? Post screenshots here or send the information to my email at tomas@casino.guru
• Have you made any previous deposits in the casino?

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

Best regards,

Tomas

Yesterday's conversation disappeared and is not recorded but talking to them today look at the response... I only played PG games when I made the amount they asked for of 200 reais I made a withdrawal request of 200 reais

• Do I understand correctly you previously deposited on this website? Could you please specify how much you deposited?

If you deposited in the casino previously and accumulated your winnings I would advise against depositing any more funds.

I'll await your reply.

I didn't deposit because they gave me the bonus to register..but I complied with all the protocol that is required for the bonus to withdraw a single 200 and play only pg games

Online casinos might require minimum qualifying deposits when no previous deposit was made to the casino to verify the payment method for withdrawals.

Did the casino specify the amount required for a deposit?

Dear Fns014,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.