50 Crowns Casino - Player's withdrawal has been repeatedly rejected.

I have played this casino for a bit now, I’ve done one withdrawal before this, it wasn’t easy, but I finally got verified, which was a bit suspect.

I have deposited a few thousand into my account here. I’ve only won out $1000.00 CAD and now this $400.00 CAD.

They sent me $75.00 CAD in bonus money, and I had to wager I think 35x to turn it into real money. Anyways, I ended up getting lucky for a change, turned it into $437.00 CAD ‘real money’ and it even says ‘withdrawable’ so I requested to withdraw $400.00 CAD.

They have rejected it 4-5 times now, I keep just requesting it again every time they reject it. Please help!

Dear Hawestyle,

Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with 50 Crowns Casino. Please allow me to ask you a few questions to make sure I understand your situation completely.

Do you see two balances in your profile, one with real money and the other with bonus money? According to the screenshot you sent me, it seems that 0.5 C$ is still locked by a bonus. Have you tried wagering these 50 cents to see if your withdrawal would be approved? Also, have you contacted customer support to find out why your withdrawal requests keep getting canceled? Could you please send me a screenshot or a link to the bonus you activated?

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

Best regards

Veronika

No, I don’t have 2 balances, and I was trying to add to the submission, and also I know it’s not much money, but this is about principle.

so here, I now have my withdrawal as pending, and they told me the reason I was rejected was because I had to play more of the money out as part of their wagering requirement, which made ZERO sense as I already did their 35x wager/win requirements. So in essence, they see that it was bonus money, and they were probably like "wow, someone actually won out the bonus money" and so they wanted me to lose it. I now have pictures and even an admission of the casinos mistake, I then was asking about why did they make me lose more of the 400 dollars and they just told me, your money is on the way, it’s all good now.



Do I understand correctly that your payment has now been processed? Have you received your winnings by any chance yet?

I received a much smaller amount as they had told me I couldn’t withdraw it without playing out 1/3 of it, after I had done that, they said get they made a mistake, but I had gone and played out my winnings. So I was kinda tricked into losing my winnings. Very bad ethic.

Please request the casino to send you the gaming history in Excel format from the moment you started to play with the 75.00 CAD bonus, and then forward it to me. My email address is veronika.l@casino.guru. Thank you.

I requested what you said, and they sent me this, so I sent them what I replied. They seem to want to mire it in legal mumbo jumbo.

I’ve now realized they will not respond. Oh well. Just more cash grabs on people. I don’t care. I’m done with them.

Here’s what they just sent me, so they just avoided and ditched the request. Was hoping you could help me out on this, this is how online casinos deal with legitimate complaints when dealing with players.

Thank you very much, Hawestyle, for providing all the necessary information. I will now transfer your complaint to my colleague Jozef (jozef.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Please close this complaint as it will not be solved by casino guru. Thanks.

Dear Hawestyle,

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

Good afternoon Hawestyle,

50 Crowns team is really sorry you had to go through such an unpleasant experience at our casino. Our team will take care of the issue immediately. 

Thank you for reporting the problem we will be happy to resolve this issue as soon as possible. 

Best Regards,

50 Crowns Casino

Dear Hawestyle,

Please, can you respond to the casino statement?

i think this policy is insane, especially seeing as winning is hard as is, but ok, I stand corrected. Thanks.

Dear Hawestyle,

I can confirm that it is a standard requirement for deposits to be wagered at least minimally. If you have not played with your deposit, it must be wagered if you are requesting a withdrawal of part of it. Thank you for your understanding and cooperation in resolving this matter. I am closing the case as resolved. Please feel free to reach out in case of any questions.

Best regards, Jozef