HomeComplaintsbCasino - Player’s withdrawal of bonus winnings has been denied.

bCasino - Player’s withdrawal of bonus winnings has been denied.

Amount: €50

bCasino
Safety Index:Below average
Submitted: 18 Feb 2020 | Case closed : 04 Mar 2020
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

4 years ago

Without placing deposit, the player from Germany is struggling to withdraw his winnings from bonus play.

Public
Public
4 years ago
Translation

It is about I did not know that you have to deposit in this casino in order to get your bonus winnings paid out

I rinsed the amount I should play down from then it was said that I can pay it off from now on, I booked € 50 into my account and then it was rejected because I made no deposit

It's just funny that it was nowhere to be read and I'm really a little sad now that I don't get my money

what can you do there ?

Automatic translation:
Public
Public
4 years ago

Dear Martin,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked bonus terms and conditions, and this is what I found: 

"Free Bonus"

"These terms and conditions apply to Non-Deposit Bonuses, including bonus funds and free spins, that are awarded by Customer Support to players who haven't deposited on our site yet.

You must make a minimum deposit of €10 in order to withdraw any cash winnings."

 

Please, could you send us a link of the specific bonus that you have played? Afterwards, we will check with the casino, and ask them for a possible solution. I believe, we will be able to help you resolving this small misunderstanding as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

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Public
4 years ago

Dear Martin,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

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Public
4 years ago

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.

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