The player from Germany is experiencing difficulties withdrawing his winnings due to a bonus being automatically credited to his account. The bonus was canceled by the player but a new wagering requirement still remained, preventing any withdrawals. Eventually the player was allowed to make a withdrawal and received his winnings.
Avantgarde Casino - Player struggles to withdraw his winnings.
Amount: €100
Avantgarde Casino
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.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 years ago
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2 years ago
Translation
Hi! I've been trying to withdraw my money at this casino for over 3 months now.
I had deposited €25, rolled it up to €100 and withdrawn.
However, since I was no longer sure whether I had given the correct Bitcoin address for the payout, I canceled the payout.
As a result, a bonus was credited to me FULLY AUTOMATICALLY after cancellation, which means that I suddenly had €200.
So I had the bonus of €100 deleted IMMEDIATELY in live support, because I ONLY wanted to pay out and was never interested in this bonus.
So far so good. The supporter then helped me to delete the unwanted €100 bonus because I ONLY wanted to pay out and was never interested in this bonus.
Now, however, I can no longer withdraw the €100 that was already in the withdrawal process, because the system has also added a new "wager" (wagering requirement) with the automatic bonus.
I've been writing back and forth with support for 3-4 months now. The live support always means that only my account manager can help me in this case, or that of course it shouldn't have happened like that.
When the account manager finally gets back to me after 10-14 business days, I always get more or less the same answer, no matter how many times I talk to live support beforehand.
" All deposits must have at least one (1X) wager on the sum of the amount deposited to be eligible for a withdrawal"
Since I deposited €25 in cash WITHOUT A BONUS and played it up to €100 without a bonus, my collar is slowly bursting...
Could you possibly help me with that? I'm starting to despair of this support/casino
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2 years ago
Dear gambleg0d,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked terms and conditions (here), and this is what I found:
"WITHDRAWAL TERMS AND CONDITIONS
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5.11. Any and all deposits must be wagered at least once (1X) the sum of the deposit in order to qualify for a withdrawal. A withdrawal cannot be approved unless a minimum wager of 1X the deposit is first met. Deposits made as part of promotions are subject to that specific promotion's Terms and Conditions and wagering requirement."
It is not unusual for a casino to have this rule. Some casinos require deposit wagering 1x, some 3x or 5x, but you can find casinos with even higher wagering requirements for real money.
Mandatory real money wagering has been introduced by the AML (Anti-Money Laundering) Regulations for Gaming and Gambling Industry and is usually set by the Licensing Authority. All the serious and licensed casinos have to comply and follow these policies.
Could you please forward your game history to petronela.k@casino.guru?
Looking forward to hearing from you.
Best regards,
Petronela
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2 years ago
Translation
But I've already spent the money.
The deposit was €25, which means I have to wager the money at least 4x to even reach €100.
By canceling my money that had already been paid out , a bonus was automatically added to my account, which I had deleted immediately.
I NEVER claimed this bonus, it was credited to me without my consent.
So I have to wager my already wagered more than 1x AGAIN.
And all this just because my BTC withdrawal address was not visible and I wanted to check it....
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2 years ago
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I never deposited €100! The €100 in question was already in the payout process until I canceled it to be able to check my BTC address (since it was not visible)
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2 years ago
Thank you, gambleg0d, for your reply. Do I understand correctly that you have played and lost your winnings already?
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2 years ago
Translation
No! I deposited €25 (NO BONUS), I managed to earn €100 and paid it out.
After about 3-4 days, I wasn't sure anymore if I gave the correct bitcoin withdrawal address, so I canceled the withdrawal.
After cancellation, I automatically received a 100% bonus without my consent , which I never wanted.
So I had €200 and couldn't pay out afterwards.
So I contacted support and had this 100% bonus deleted IMMEDIATELY.
Now I have my original €100 again, which was/are already wagered!
Due to the fully automatic bonus, however, a new turnover condition was added to me, which means that I can no longer withdraw, even though the money was already in the withdrawal process!
I have been repeatedly promised that my account manager will take care of this problem, but he has not done so for 3 months and keeps putting me off.
I should absolutely be able to withdraw the €100, but now I can't!
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2 years ago
I understand now. Thank you very much, gambleg0d, for providing all the necessary information. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) 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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2 years ago
Hello gambleg0d,
I have reviewed your case and will now contact the casino to see if I can help.
We would like to ask Avantgarde Casino to join the conversation and aid in the resolution of this complaint.
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2 years ago
We would like to ask Avantgarde Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, the complaint will become ‘unresolved’ which may negatively affect its rating.
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2 years ago
Translation
I got an email saying that I can pay out.
It still didn't work on the first try, but after another email it finally worked.
But that doesn't mean that the money has actually been paid out.
I am now waiting for the money to arrive.
However, these are already great advances - probably. Was it because of this complaint (possibly also pure coincidence, because I really put pressure on it)
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2 years ago
Hello gambleg0d,
I'm glad to hear that there has been some progress. We will keep the complaint open until we hear you have received payment, please do continue to keep us updated.
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2 years ago
Dear gambleg0d,
Could you please provide an update on the situation? Have you now received your payment?
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2 years ago
Translation
Hi. The payout is still in progress and has been in process for over 7 days...
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2 years ago
Hello gambleg0d,
It’s quite usual for withdrawals to take up to a couple of weeks to get fully processed, we should remain positive at this point.
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2 years ago
Dear gambleg0d,
Has there been any further development with your withdrawal?
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2 years ago
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Ridiculously, the payout still says "Pending.."
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2 years ago
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Updated again after I just logged into the casino:
The payout was simply returned without notifying me - after more than 15 days.
I can now withdraw again and do not know why.
This casino....
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2 years ago
Dear gambleg0d,
I have now made contact with the casino via Skype and I am awaiting more information. Have you tried to process the withdrawal again?
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2 years ago
Dear gambleg0d,
I'm glad to hear that your issue was resolved. I will now mark the complaint as 'resolved' in our system.
Thank you for using the Casino Guru complaint resolution center. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.
Kind regards,
Adam
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