The player's unable to withdraw due to an ongoing bonus. The complaint was rejected as the player stopped responding.
4Kasino Casino - The player's unable to withdraw.
Amount: €400
4Kasino Casino
Safety Index:Very lowSafety Index
Casinos with a Very low Safety Index usually have many relevant complaints from players or other relevant issues. In general, we don't recommend playing at casinos with a Very low Safety Index.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
2 years ago
Public
Public
2 years ago
Translation
Hello, I made a deposit at the casino and immediately got up to €400. On the left side is real money €400 and on the right side €65. I wanted to pay out the €400 and it said that I should first delete the bonus so that I can pay out only then. I did it, and then verified myself with my documents and applied for the 400€ to be paid out.
Now the payment is always rejected, and in the chat nobody tells me what to do. I am only referred to terms and conditions, but do not understand exactly what you want from me and what I should do.
Automatic translation:
Public
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2 years ago
Hello dennisjankowsky,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with 4Kasino Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise what exact bonus did you take? Is your account already verified? Can you access your ongoing bonuses and check if you completed the wagering requirements?
Please note that it is not important to use up the bonus money, you have to finish the wagering. If you will screenshot the bonus you use or your ongoing bonus we might be able to explain it further.
Looking forward to your answer.
Regards,
Nick
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2 years ago
Dear dennisjankowsky,
Based on the screenshots provided, it is certain that you did not finish the wagering of the bonus. Even if your balance was real money (because the bonus money in spent first) the bonus was still ongoing and you had wagering to do in order to withdraw the winnings. But as you unfortunately canceled the bonus, you canceled your winnings together with it.
Always be sure in the future to check the bonus section to see if you need additional wagering, or if you are just not sure then contact the casino support.
Could you please advise if your deposit amount was refunded to you? If yes, there is unfortunately nothing else we can do as you canceled the bonus by your own.
Regards,
Nick
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2 years ago
Translation
I have wagered the bonus. And now I have another bonus inside me. 
I applied for the 400€ as a payout. Now they have rejected it again and want a photo of my face with ID. But now I can't pay out because the casino gave me a new bonus and I don't know why.
Kind regards
Dennis J******
Edited by a Casino Guru admin
Automatic translation:
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2 years ago
Hello dennisjankowsky,
Can you please provide the screenshot of the first bonus in same format as the new one? Where all bonus details including the wagering is visible. Please forward it to nikolas.b@casino.guru.
Regards,
Nick
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