The player from the Czech Republic needs to fulfill the wagering requirements in order to withdraw her winnings. We rejected the complaint because the player didn't respond to our messages and questions.
Hello, the casino refuses to pay me the prize of 20000, which is from 13.12.2021, and they demand its so-called enforcement even though they are not entitled to it, I am writing about some bonus deposit that I do not understand, because I did not activate any bonus and the total win was 65000 and I chose so far only 20,000 and I am asking for the withdrawal of another 20,000 I have lost the remaining 25,000 and today I have deposited 5,000 and with that the request for withdrawal has already been made before the deposit has been made. Thank you in advance for your help
Dear MartinaBednarova,
Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I would like to point out, that most bonuses come with the wagering requirements, which have to be finished before you can withdraw your winnings. Some casinos require to wager the real money deposit as well. This is one of the standard AML (anti-money laundering) rules. Not all casinos require this, but it isn't anything unfair.
Would you be so kind and send me all the relevant communication between you and the casino, so we can gather as much information as possible? My email address is kristina.s@casino.guru.
Looking forward to hearing from you.
Best regards,
Kristina