bCasino - Player is experiencing difficulties with his withdrawal.

Hi,

I was awarded 5 free spins with the money being paid out in bonus cash. I won 25€ bonus cash. I then wagered this 25€ bonus cash and won 211€ with 25€ of it still being bonus cash and the other 186€ showing in my account balance as real winnings and not as bonus.

But they are not letting me withdraw my money saying I still have to wager this even though its showing in my real account balance and not in my bonus

Dear cameronsinghbusiness,

Thank you very much for submitting this complaint. I'm sorry to hear about your issue.

Could you please send me the link or the name of the free bonus you used?

Have you completed the wagering requirements for the bonus, or is there still some amount left that needs to be wagered?

Could you please confirm that you passed the KYC verification?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Hi thank you for your taking the time to help me.

http://links.supportdesk.mkt8007.com/els/v2/Vg2jCNWL0bQp/OU1BYzNkdzJXUzhqdlNaTEI5OXZpM3ZXdGtkRWRoS3l4dHFHZmwzK1U0d3h0THF4OFdIaVF5LzVoRStmMVZqUUZzdk9ZYVZzTVIvYlNia2ljRk92L1NKUUM0aVdNL0RMSGZDajlSQWRvbWM9S0/

I have not completed the wagering requirements for the bonus but I dont want my bonus cash. I have 2 balances and bonus balance and a real cash balance. The money I won in the free spins I then used and won so that money never went to my bonus balance.

Thank you for your reply. I have read the Terms and Conditions for this specific bonus, and this is what I found:

• Winnings from the spins are added to your account as bonus funds ("free spins winnings bonus"). These bonus funds are given for wagering purposes only and will be removed from your account balance when you request a withdrawal.
• You must complete the free spins winnings bonus wagering requirements before being able to request a withdrawal. The wagering requirement of free spins winnings bonus is 45 times the free spins winnings bonus amount(Please see "Non-Allowed Games" for list of non-allowed games).
• We reserve the right to expire this bonus 7 days after being awarded. If the required wagering is not completed by the expiry time, the bonus together with any winnings and any bets placed will be deducted from your account balance.
• You may request for the bonus to be reinstated by contacting Customer Support.
• The maximum cash-out for free spins winnings bonus is €100.00.

Could you please confirm that you have completed the wagering requirements for the free spin winnings? Also, please keep in mind that the maximum cash-out for free spins winnings bonus is €100.

Dear cameronsinghbusiness,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.