The player from Germany has requested three withdrawals a week ago. They have been pending since.
ArgoCasino - Player’s withdrawals have been delayed.
Black points: 552
Amount: €1,500
ArgoCasino
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.
Unresolved
Our verdict
Justified complaint
UNRESOLVED
Case summary
3 years ago
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3 years ago
Translation
Good day,
I am fully verified and have already received a payout via ecopayz. This payment was requested on December 24th, 2020 and paid out on December 30th, 2020 (€ 500).
There are currently 3 open payouts (also via Ecopayz), each € 500 from December 27th, December 29th. and 30.12.2020.
So I've been waiting for these payouts for at least 6 days.
I also have € 4,000 in credit that I would like to pay out as well.
But you cannot have more than three open payouts.
Customer service always tells me that I will get the money but I should wait.
The terms and conditions say something about a payout within 24 hours.
I don't understand the delaying tactic. The suspicion is that one waits with the payout until it becomes statute-barred or gambled away.
With a sum of € 5,500 and this type of processing, I can probably wait months for my money.
Therefore, I ask for your support so that I get all of my credit as soon as possible.
Customer service has already assured me in writing that I am entitled to all winnings. I am happy to provide a copy of this.
I ask for quick help.
many Greetings
Constantine
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3 years ago
Dear Konstsntin,
Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawals.
It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account, especially if it’s your first withdrawal. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. Assuming that you have completed KYC verification successfully and had your withdrawals approved, I truly believe it’s only a matter of time before you’ll receive them.
We are left with no other option now just to wait for the casino to process all the payments. I will set the timer for 7 days and check back with you. I wish I could be of more help but we’re not in a position to speed up the process. Thank you in advance for your patience.
Looking forward to hearing from you.
Best regards,
Petronela
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3 years ago
Translation
Hi there. Many thanks for the answer.
The situation has changed.
Of my balance of € 6,000, € 1,000 has been paid out.
The rest would be canceled as I am not allowed to withdraw more than € 1,000 according to the terms and conditions. So the statement of the casino.
But I think that's stealing and fraud.
Reason:
1. Your terms and conditions do not apply, as I received a written confirmation from Ella (customer service) for all of my winnings (see screenshot).
That is clear and unmistakable.
2. I cleared under € 1,000 with the casino bonus. When I met the 40x wagering requirement, it was less than $ 1,000.
Then I deposited into the sports betting account and made the remaining winnings. So it has nothing to do with the casino's first deposit bonus .
The casino illegally withholds winnings. I have a written confirmation that I will receive all winnings from an Argo Casino employee.
I had already attached the screenshot.
I now request the payment of the € 5,000 to my ecopayz account.
Please help me with this. The provider has clearly promised me the profit.
Many Thanks 
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3 years ago
Dear Konstsntin,
Previously you have made the first deposit and received a welcome sports bonus to your account.
The sports bonus can be wagered only with money from real balance.
After losing your deposit, you have contacted Live Chat to change sports bonus to a casino bonus as you could not wager your sports bonus without real funds.
Our support manager has changed your sports bonus to a 100% casino bonus per your request.
All of the winnings were received when you wagered a casino bonus. Per Terms & Conditions of ArgoCasino "the maximum withdrawal amount of funds received using any of deposit bonuses is 1000 EUR in the equivalent of the account currency". The Financial department has processed your withdrawal request in the amount of 1000 EUR.
Best Regards,
ArgoCasino.
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3 years ago
Translation
You forgot an important detail in your testimony.
I've attached the important detail. It's a promise !!
Stand by your promise! It is your fault if you make promises to me that you cannot keep. As a customer, I cannot help it.
Argo Casino promised me that all winnings would be paid out. I asked again (see screenshot as proof).
Please Casino Guru give your opinion.
It was confirmed in writing. It's like a contract. 
I insist on keeping the promise.
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3 years ago
I have checked general bonus terms and conditions, and this is what I found https://argocasino.com/en/rules:
"The maximum withdrawal amount of funds received using any of deposit bonuses is 1000 EUR in the equivalent of the account currency."
When you have registered your account, you agreed to terms and conditions. I fully understand your frustration but unfortunately, a live chat conversation doesn’t stand above the official T&Cs. It is unfortunate that you’ve been given incorrect information but it doesn’t change the fact that the maximum cash out of your winnings will be capped at €1,000.
I would like to emphasize, that according to our Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#win-limits, we consider imposed win limit to be unfair and predator, only when it’s applied to a real money game, however, we accept bonus T&Cs that restrict the maximum cash out from a bonus play.
Please let me know if there is any additional information that I have overlooked otherwise, I will be forced to reject your complaint. I really wish I were of more help. Thank you.
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3 years ago
Translation
Good Morning,
As mentioned earlier, I paid out less than € 1,000 from the bonus.
I had under € 1,000 and I cashed it out and deposited it into my sports betting account. That's where I made the big profits.
Furthermore, the provider violates the valid terms and conditions.
A payout is promised within 24 hours after successful verification (see terms and conditions).
It is clear that what is happening here is arbitrary. The terms and conditions used to decide against the customer. Argocasino itself does not adhere to the terms and conditions.
Conclusion:
1. I paid out less than € 1,000 from the bonus. The rest comes from real money from sports betting.
2. Terms and conditions are invalid if the provider does not adhere to them and it violates the law that is above the terms and conditions.
I have to say it so directly. Casino Guru is of no help despite clear facts on my side.
There is nothing to be said for retaining the profits. But Casino Guru supports a criminal company. Keep it up!!!!!
Edited
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3 years ago
I’m truly sorry, Konstsntin, you feel this way. From all the provided information I understood that you have redeemed first deposit bonus which carries maximum cash out of €1,000. Could you please advise how much you withdrew from it?
Furthermore, if you have deposited additional funds into your sports betting account, I’m afraid we are not in a position to help you. As you might know, our forum Casino.Guru, deals with the complaints regarding online casinos only. I understand it must be difficult for you, but unfortunately, we don’t have enough insight to take on this kind of issue, related to a sports betting.
Could you please forward your bonus history to petronela.k@casino.guru?
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3 years ago
Translation
Additional comments from the player:
"Good day,
Thank you for your response.
Unfortunately, I cannot send you the history of the bonus because I cannot see it myself. This option is not available in my account.
I would like to summarize again why I expect your help:
1. I have deposited 124 € via Ecopayz. Then I received a bonus of € 124 for the casino.
2. I won less than € 1,000 in the casino. I think it was between 700 and 900 €. The bonus was completely unlocked and the € 700 to € 900 were credited to my real money account.
3. I have requested a payment to my sports betting account and have checked with customer service beforehand whether I will receive all winnings if I win more than € 1,000. Then I got the answer "yes".
This was confirmed again later in LiveChat. I have clearly proven this in the screenshot (see Casino Guru forum).
4. Based on these statements, I am entitled to all of my winnings.
5. Besides, it wouldn't have made any difference if I had first paid out the € 1,000 to my bank account and paid it back in straight away. Then the result would have been the same. Therefore, this paragraph in the terms and conditions is not legally binding.
I now expect you to fight for me to win. I did not do anything wrong and I followed all the statements I received from the casino. So there is no mistake on my part. before that's obvious and has been backed by the evidence.
So I don't understand why you're not helping me.
As the casino refuses to withdraw because of the casino bonus, it is your business too. Therefore, you need to work on this topic further.
If you enable me to pay out € 5,000 in winnings, you will receive a 20% commission from me, i.e. € 1,000.
Maybe you can help me with this incentive.
I would be happy if you would continue to support me and make the casino aware of the wrongdoing. I have received the information in writing that I will receive all the winnings. That didn't happen. Accordingly, there is a criminal offense on the part of the casino.
I ask you to take that into account. So there should be no question that you will continue to help me get the money. "
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3 years ago
Thank you, Konstsntin, for your email. I understand now. Could you please advise if you have activated any bonus when you’ve transferred your winnings to the sports betting account?
Lastly, we don't charge any fees nor accept any donations, we are here to help
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3 years ago
Translation
The bonus was no longer active when I transferred the money to my sports betting account. The wagering requirements of the casino bonus were met 100% and I had won less than € 1,000 with the bonus.
Therefore, the € 1,000 limit for withdrawals in the terms and conditions does not apply.
The remaining winnings were without an active bonus and no longer related to the casino. The remaining profits were made with sports betting.
Since the bonus was linked to the casino, the terms and conditions for the bonus only apply to the casino. It was earmarked.
After all, I was only able to bet on sports betting after fulfilling the bonus conditions.
But then no bonus was active.
Without an active bonus, the bonus conditions cannot be used as a reason for refusing to pay out.
These are two separate transactions and therefore the payout cannot be refused.
Please finally get the Argocasino to pay out the € 5,000.
There is no argument against it and all the evidence has already been published.
many Greetings
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3 years ago
Thank you very much, Konstsntin, for providing all the necessary information. I will now transfer your complaint to my colleague Matej who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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3 years ago
Dear Konstsntin,
You have made a deposit of 124 EUR and received a welcome bonus.
The deposit was lost and you continued to play for the bonus.
After wagering the bonus, you requested a withdrawal.
"The maximum withdrawal amount of funds received using any of deposit bonuses is 1000 EUR".
"Since the bonus was linked to the casino, the terms and conditions for the bonus only apply to the casino. It was earmarked."- You made bets on sports events, but these funds were received when wagering a bonus and these rules apply to them.
Best Regards,
ArgoCasino.
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3 years ago
Dear casino representative and Konstsntin.
Can you please confirm:
The player finished the wagering of the bonus in casino.
The player then transferred the remaining funds from casino bonus to the sports section of the website.
He archived next winnings with this bonus funds (which were already wagered) on sports bets.
Maybe the best would be if you can send me his game log. (matej@casino.guru)
Thanks.
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3 years ago
Translation
Yes exactly. You described it completely correctly.
Unfortunately, only the casino can provide the protocol.
The casino should simply withdraw the € 5,000 and then the matter is over.
many Greetings
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3 years ago
Dear Matej Novota,
No matter what bets the user made, the money wagered from the bonus has a limit of 1000 EUR.
Best Regards,
Argocasino.
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3 years ago
Translation
The profit made with the bonus was less than € 1,000.
Only when the real money from the casino profit was used in the sports betting area did I make the € 5,000 profit.
Therefore you are obliged to pay out !!!
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3 years ago
Dear Argo Casino representative, why you allowed Konstsntin to transfer the bonus funds to sports betting part of the website?
If I understand it correctly, he was before unable to make sports bets. But he asked for it, and you allowed it, am I correct?
I see here two paths:
The bonus money was transferred to another product. With real money, players can do whatever they like. (play casino or make sports bets) So if Konstsntin needed to contact the support and asked them for permission, we are still talking about bonus money. However, support could tell him about the maximum winnings and that his bonus is already wagered.
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3 years ago
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I don't understand why the casino is allowed to act like this. I would like to point out the following clear message from support (see attachment).
That is clear and unmistakable.
Customer service knew all the conditions.
I want to finally have the money. Dear Matej, please point this out to the casino. Please also change the rating from 8 stars if the casino does not pay.
My winnings are stolen from me !! 
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3 years ago
Dear Matej Novota,
1. Konstantin was not able to make bets on Sports using a sports bonus if there are no funds on the real balance. Following the policy of loyalty to our clients, our casino manager went to meet the request of Konstantin and transferred the bonus to the casino balance so Konstantine could wager it.
2. The terms and conditions of ArgoCasino clearly state that the maximum withdrawal amount received from the casino bonus is 1000 EUR. You may place the bets on Sports or play any games on site using the real funds received from Casino Bonus but the maximum withdrawal amount remains 1000 EUR as the Terms and Conditions state.
3. All withdrawals are processed by the Financial Department of Argocasino and therefore all verification of winnings for compliance with the Rules is performed only by the Finance Department, or by the Security Department in case of abuse.
Best Regards,
ArgoCasino.
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3 years ago
Translation
This is plain and simple fraud. With the casino bonus I unlocked less than € 1,000.
Accordingly, the profit and also the payout was under € 1,000.
What I won in sports betting afterwards had nothing to do with the casino bonus. It was locked.
After all, I wasn't able to use any money in sports betting before it was activated. That was only possible with real money.
The effect is the same as if you first pay out up to € 1,000 from the winnings in the casino and then pay it back directly into the sports betting account.
Then it is also unrelated to the casino bonus.
There is no longer any connection here.
Hence, you cannot simply withhold the money. This violates the law.
Dear Matej, please finally support me to go one step further. Or downgrade the casino in your rating. Here, € 5,000 is stolen from a customer. It's a crime.
@Argo Casino: I am open to a fair and peaceful solution. But please take a big step towards this.
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3 years ago
Dear Konstsntin and Argo Casino representative:
Argo Casino representative, you wrote:
1. Konstantin was not able to make bets on Sports using a sports bonus if there are no funds on the real balance. Following the policy of loyalty to our clients, our casino manager went to meet the request of Konstantin and transferred the bonus to the casino balance so Konstantine could wager it.
The casino manager decided to transfer the bonus funds to sports section (which is not according to bonus rules)
If the bonus was already wagered (which only Konstsntin confirmed) then we believe that we should consider this bonus to be real money.
Here is the logic:
- The bonus was already wagered. Konstsntin could withdraw the money and redeposit them to be able to bet on sport. Casino manager transfer this bonus for him to sports section -> casino saved some fees, Konstsntin could bet immediately and no need to wait for withdrawal. (win-win scenario)
- By transferring, the bonus terms and conditions were no more valid. In the moment of transfer, it becomes a different product.
- Loyalty to clients and user experience. Do you think that Konstsntin will continue to use your service after you took his winnings away? I don't think so. The user experience is bad. The casino should be pro-client-oriented. (at least a good casino)
Konstsntin:
In a similar situation, we recommend always asking the manager/support about the conditions of such a transfer. Different casino department may see the situation differently and it is always the best to have a screenshot or conversation where somebody from casino confirms the conditions.
Because of all above we believe that Konstsntin should be paid in full (if his bonus was already wagered when the casino manager transfer this bonus to the sports section. However if the wagering wasn't completed then we agree with a casino that it was a bonus)
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3 years ago
Dear Matej Novota,
1. Sports Bonus could not be wagered without deposit.
2. Sports bonus was converted to Casino bonus.
3. Casino Bonus was wagered in casino section on casino slots according to casino rules.
4. Casino rules apply to casino bonus.
Best Regards,
ArgoCasino.
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3 years ago
Translation
Hi there,
now the casino itself has confirmed that there was no rule violation in connection with the casino bonus!
I completely implemented the casino bonus (€ 124) and only then (!!) continued to play in the sports betting area with the profit, which was less than € 1,000. In the sports betting area, I made the further winnings with real money that was under € 1,000. I was then at € 6,000, of which I only received € 1,000. The profit in the sports betting area had nothing to do with the casino bonus. This was implemented and was credited as real money and was less than € 1,000.
Matej and the casino have now confirmed me again and therefore there are no more doubts about a payout!
Casino Guru: Please give Argo Casino a choice. Either the 5,000 € will be paid out immediately to my Ecopayz account or the casino will be graded in the rating at Casino Guru.
We have been going in circles for many days. The result is always the same and speaks for a payout of the winnings. Matej recommended that too! Therefore I ask the Casino Guru to bring the matter to a close and to clearly and unequivocally claim my winnings.
Otherwise you are supporting a criminal casino !!
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3 years ago
Dear Argo Casino, could you please send to my email (matej@casino.guru) Konstsntin's game log, bonus history and deposit history?
The story about what exactly happened is still unclear, and we would like to investigate it deeper.
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3 years ago
Hello Matej,
We have sent the info you requested to matej@casino.guru.
The info we sent does not contain any personal or payment details, however sharing this information to third parties, or publishing in the public domain is prohibited.
Best Regards,
ArgoCasino.
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3 years ago
We checked all the evidence but still, we believe that Konstsntin should receive his winnings.
When he finished the wagering of the bonus the balance was moved from bonus money to real money - in this point you should apply the rule:
9.11 The maximum withdrawal amount of funds received using any of deposit bonuses is 1000 EUR in the equivalent of the account currency.
We believe that you should put this rule into bonus rules for more transparency and not hide it in general terms and condition.
The maximum winnings rule should be bind to winnings from the bonus and not to a withdrawal. It only confuses the players and decreases the user experience.
Consider this:
If Konstsntin would make the withdrawal of the money right after he finished the wagering and then deposit them, he will withdraw the funds in this situation. He didn't get any unfair advantage when he didn't withdraw the money and deposit them back, so we don't see a reason why you bully him or any other player with such a silly rule.
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3 years ago
Dear Matej Novota,
The rules regulating the procedure for providing, wagering and paying out winnings from a bonus are spelled out in the Terms and Conditions of ArgoCasino.com.
We hope that upon registration, clients confirming their agreement with the Terms and Conditions, read them first, because they are a public offer and regulate the relationship between the client and the casino, as parties to the Agreement. Therefore, this situation should be considered on the basis of the Terms and Condition which are regulating the relationship between the parties to the contract, and not on the basis of value judgments.
The rules regulating the Bonus Policy are not blurred in the text of the Terms and Condition, but are placed in a separate clause 9.BONUS & PROMOTION POLICY and give a clear concept of the bonus, determine the wagering conditions, as well as the maximum withdrawal amount.
We also ask you to note that having received the Bonus at our Casino section, Mr. Konstantin got an advantage in the amount of the bonus, because instead of a sports bonus of € 50, he received a casino bonus of € 124.
Best Regards,
ArgoCasino.
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3 years ago
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Good day,
You can now show strength and certainly attract many new customers when you cash out the winnings.
I would like to remind you again of your promise in the live chat.
Think of it as a case-by-case decision and prevent a bad reputation by paying out.
Casino Guru and I both agree that there was no violation of the Terms and Conditions. Hence, you cannot withhold profits arbitrarily.
When you cash out, I forget all the hassle and discussions and even write positive reviews of Argo Casino.
Please see it as a great opportunity to end the matter peacefully.
many Greetings
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3 years ago
Dear Argo Casino representative,
Everything that you wrote is according to casino Terms and Conditions, I agree with that.
However, Argo casino holds a Curacao license which we do not consider as a good one. Casinos with Curacao license are frequently using rules which are turning RTP in their favour. (like your rules) Technically everything is OK. The rule is hidden somewhere in the middle of terms and conditions and with hand on your heart - do you really read the terms and conditions of every software what you install? I doubt about it.
And the same is with this rule. It is there, and yes players should read it, and yes, technically you have right.
There is no law that you must free up your seat for a pregnant woman or elderly person in public transport, but people do it because it is right.
Our role is to determine which casino is good and which is not and rate them, that's why we created our fair gambling codex.
Now it is up to you if you want to be a good casino or just an average. I know that regulator would decide in your favour, court too. I know that you didn't need to allow Konstsntin to choose a different bonus, but you did. He didn't do anything wrong.
If this happened in another casino (actually in many from our list) (where casino automatically converts the bonus to cash or at least apply the max win rule after the bonus is wagered), He would get his winning.
So I am very sorry but if you decide to apply this rule in this case, and use this rule in the future in the same way as in this case. We need to make changes in the rating of Argo casino. Argo casino doesn't deserve the rating of 8.0
Now you have a unique opportunity to do what is right.
You should pay the full amount to Konstsntin.
You should change the terms and condition - put the problematic rule into the bonus terms and condition, where it belongs. Do a change in the way how you cut the remaining money from a bonus. Do it after the wagering is finished and not when the player is withdrawing the money. People will be happy in the Argo casino, and more people will join you. Or do it your way, but other better casinos will grow much faster than Argo.
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3 years ago
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Good day,
Unfortunately, I still haven't received any money to report.
Many greetings
Konstsntin
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3 years ago
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Good day,
The casino does not pay out my € 5,000 winnings despite the promise.
Here again the clear promise. The customer service has promised me all profits and that with the knowledge of the applicable terms and conditions.
Finally come to your senses and keep your promise.
Did you not understand that you would otherwise be downgraded in the rating?
Please transfer money to my Ecopayz account or, alternatively, I will send you my account details.
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3 years ago
Unfortunatelly Argo casino disagrees with our decision and therefore we have no other option as to close this complaint as unresolved. We believe that Konstsntin should be paid in full. All the reasons why we wrote above.
Therefore we are closing this complaint as "unresolved"
The complaint will negatively impact on Argo's casino rating.
