The player from Chile deposited 15,000 and won over 1,000,000 but faces issues with withdrawing funds as the casino deducts 875,000 administratively. As a result, the player can only withdraw 75,000, which seems to be denied.
I made a deposit of 15,000 and won over 1,000,000.
I tried to withdraw 950,000, but they administratively deducted 875,000, so I can only withdraw 75,000.
In reality, they are not allowing me to withdraw anything yet.
Dear JuanCarlos1077,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
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,
Kristina
Thank you for your reply, JuanCarlos1077. I checked the Bonus T&Cs and I found this:
27.24.1. Maximum cashout for bonus balance is capped at five times (x5) the initial deposit amount. This means that any winnings derived from bonus funds cannot exceed five times (x5) the value of the deposit made to activate the bonus.
I am afraid that if the casino reduced your winnings in compliance with this term, there is not much I can do to support your case at this time, especially when the casino shares all the relevant information on the website. Casinos try to design their bonuses to be as attractive as possible, and setting a maximum cashout limit for bonus winnings is very common.
Do I understand correctly that the withdrawal request for 75,000 is still pending? Could you please post a screenshot of your withdrawal history here in this thread?
Dear JuanCarlos1077,
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.
Hello.
To date I have not been able to withdraw the money.
After many days of making the request, a message arrived that I needed some documents to verify my account.
My account was already verified a long time ago and I even had to send the documents several times until the email with the account verification arrived. Today they say again that the documents have to be sent again. I think they don't want me to withdraw the money and they do this to make me give up.
It's been 14 days since the withdrawal request