Avantgarde Casino - The player's unable to withdraw.

Hi.. I play at avantgarde casino on the 17 of march with a no wager bonus and win 250 and them take out the bonus money with I understand but what I don't understand is why it take a hold month the get my money with work out to $165.. after that them give me $10 bonus and I win 250 and I try withdrawing it without any luck them tell me I did not deposit with in a month when them had me waiting for a month the get my first payout. by the way I make a deposit on the 17th of march. 

I find them are very dishonest and give you the runaround.

Thank you 

Joseph B****

Hello Jbowen,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Avantgarde Casino. Please allow me to ask you a few more question before we would move forward.

Is this your first withdrawal request in the casino? Is your account already verified and if yes, since when exactly?

It is common that the casino request a deposit before processing a withdrawal - could you please send us a confirmation of your deposit to nikolas.b@casino.guru?

Please note that it might take up to 14 days after successful verification to receive the money.

Looking forward to your answer.

Regards,

Nick

Dear Jbowen,

We haven't hear from you in a while. Please note that the complaint will be rejected if we won't get any respond within the next 7 days.

Regards,

Nick

Hi Nick I now see your reply. Yes I have make a deposit before more than once... Yes I am verified on the 17th of March.

Dear Jbowen,

Thank you for the deposit confirmation. Could you please advise when exactly did you try to withdrawal? Was it within the 1 month after the deposit interval?

Are there any other news regarding the case?

Regards,

Nick

I deposit march 17th and my second withdraw is on April 14th

Thank you Jbowen for all the information. I will now forward your complaint to my colleague Branislav who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello, Jbowen,

I am sorry to hear about your negative experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Avantgarde Casino representative to join this conversation and participate in the resolution of this complaint.

Dear Avantgarde Casino Team,

Could you please clarify the player's situation in more detail? What is the reason he is not able to withdraw his winnings?

Thank you in advance for providing the information.

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, we will close the complaint as ‘unresolved’, which will have a negative impact on the casino's rating.

Hi,

We have reviewed the case. Please note that the customer had two withdrawals overall.

The first withdrawal which came from a deposit was paid almost two months ago, while only the no wager bonus that the customer claimed was deducted from the initial withdrawal amount (as per our T&Cs).

The second withdrawal was from a free chip and was considered invalid due to our T&Cs (only players who have deposited in the past 30 days are eligible to withdraw funds from their account).

The customer was notified about it by his account manager.

Please do let us know in case there is anything else we can do to help.

Thank you and have a good day,

Avantgarde support

The first withdraw take a month to get to me. So I waited from that before I make a other deposit but I did not had to when them give me free spins.

Greetings all,

Thank you for all information and explanation.

Dear Avantgarde Casino Team,

Could you please provide me with the following data for the player's account:

• Date of registration
• A list of deposits made by the player with the dates
• A list of withdrawals made by the player with the dates of requests + dates when they were completely processed/sent to the player
• A list of bonuses claimed by the player with dates when they were redeemed + information about bonus(es) type

I am aware of the difficulty of my request, but once I receive all this information, the complaint will be significantly moved forward.

In case you would like to share the data via email, use my email address (branislav.b@casino.guru).

Dear Jbowen,

Let me please ask you a question.

You claimed the casino gave you free spins, so you did not have to make a deposit. How did you activate those used no deposit bonuses, please? I ask about the bonuses used in April.

The bonus was added to my account

Dear Jbowen,

I was provided with additional data and evidence supporting the casino's claims and decision. After gathering all the necessary information we are rejecting this complaint as unjustified due to a breach of the casino's Bonus Terms and Conditions. Your second withdrawal was not requested on April 14th, 2022, but on April 21st, 2022, so more than 30 days from the last deposit. In addition, multiple bonuses were used on your casino account without making a deposit before you won the disputed winnings. You are not eligible for any winnings earned from the received no deposit bonus.

Sorry, we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.

If you are not satisfied with the complaint solution, I recommend you consult the gambling authority that the casino is regulated by.

Thank you very much, Avantgarde Casino Team, for providing information and for your cooperation.

Best regards,

Branislav, Casino.Guru