The player from Germany had his winnings cancelled without further explanation. We rejected the complaint because the player didn't respond to our messages and questions.
Astralbet Casino - Player’s winnings have been cancelled.
Amount: €400
Astralbet Casino
Safety Index:Below averageSafety Index
Casinos with a Below average Safety Index usually have an unfavorable ratio of their number of visitors to relevant complaints submitted by players. It means that this casino has probably treated some players unfairly in the past.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
3 years ago
Public
Public
3 years ago
Translation
Over many days I made several deposits because I first had to implement the turnover of 3600 €. Finally, I made a deposit of € 30 with a Pay Safe card.
After about 60 minutes I had a profit of € 400. I played the game Fruit love.
I have requested payment to my Skrill account and after almost 40 hours I see in my account that the payment has been canceled. When I asked the live chat about the current state of affairs, the customer service was not ready to answer and was told to contact payments@astralbet.com.
I have already written an email because I have not received an answer, I sent the email once in German and once in English.
The canceled payment is no longer visible in my account. My profit of € 400 has disappeared from the ground.
I have not yet received an answer.
In my eyes this is clearly fraud!
Automatic translation:
Public
Public
3 years ago
Dear Jürgen-Bernhard,
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. Could you please advise if you have accumulated your winnings with or without active bonus? If you have redeemed any promotional offer, when depositing, please forward its name or specific link as I’d like to check promotional terms and conditions. If there’s any relevant communication, please forward it to my email address petronela.k@casino.guru. I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Petronela
Public
Public
3 years ago
Translation
I deposited with a Pay Safe card of € 30 and had 25 free spins.
I made a total profit of 4.30 euros from the free spins.
My account balance was around 8 euros when I achieved a big win (72 €) with a stake of 1.20 euros, at the end I had 402.22 €. I then made a payment of € 400. A few hours later I received an email asking me to confirm my address and where I live. I then uploaded a service charge statement and a registration certificate. I did not receive an answer from Astralbet afterwards.
Best wishes
Jürgen-B. ***
Edited by a Casino Guru admin
Automatic translation:
Public
Public
3 years ago
Dear Jürgen-Bernhard,
Thank you very much for your reply.
I have checked bonus terms and conditions, and this is what I found https://www.astralbet.com/en/promotions:
- „The Free spins winnings need to be wagered 35x (thirty-five times)"
Could you please confirm that you have completed wagering of the Free Spins winnings €4,30 x 35 = €150,50)?
- "The maximum bet allowed when playing with any type of bonus still active in your account should be less than 20% of the value of the bonus credited and should not exceed €/$8 per single bet"
If you have deposited €30, then your maximum allowed bet shouldn’t be greater than €1,05. You admitted that you’ve been betting €1,20, which would be considered as breaching bonus terms.
- "We reserve the right to void any winnings generated should you play on any 0% contribution games before fulfilling the Playthrough Requirements"
Have you played any of these games?
Please let us know if this advice was helpful and explanation satisfactory. Thank you in advance.
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