The player from Germany is unable to withdraw winnings due to a persistent withdrawal limit of 10 Euros, despite previously having a balance of 1389 Euros and now winning 6330 Euros. The player seeks assistance in resolving this issue.
Casinia Casino - Player faces delayed withdrawals due to payout limit.
Amount: €6,330
Casinia Casino
Safety Index:Very highSafety Index
Casinos with a Very high Safety Index are usually proven by hundreds of thousands of players while having zero or a small number of relevant complaints. We consider playing in casinos with a Very high Safety Index perfectly safe, as they have proven that they treat their players fairly.
Case opened
Current status
Waiting for player to reply
3d 14h 26m 15s
Case summary
4 days ago
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1 week ago
Translation
Hello Guru Casino Team,
I would like to withdraw my winnings, but when I attempt to cash out, a 10 Euro withdrawal limit appears. Is this a joke?
I also contacted live chat when I still had 1389 Euros and wanted to withdraw 1200 Euros. Sandro mentioned I need to reach 306.05/317.00 and play another 10 Euros. I continued playing and now have won 6330 Euros, yet I still cannot withdraw, and the limit remains at 10 Euros.
I need your assistance with this and ask for your understanding.
Best regards,
kralkizi
Automatic translation:
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1 week ago
Dear kralkizi,
Thank you very much for submitting this complaint. I’m sorry to hear about the difficulties you’re experiencing. To better understand your case, may I ask you a few questions?
Could you please specify the amount of your last deposit with this casino? Did you activate any bonus with it?
If you did activate a bonus, were you able to fulfill the wagering requirements before requesting a withdrawal? And if you played without a bonus, did you fulfill the requirement to wager the deposited amount at least once, as specified in the Terms and Conditions?
Additionally, could you provide screenshots showing the low withdrawal limits you encountered, along with any relevant communication with customer support? You can either upload the screenshots here or send them to me directly at veronika.l@casino.guru.
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
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1 week ago
Translation
Hello Veronika,
thank you for your feedback and efforts.
I have sent you email.
Greetings
kralkizi
Automatic translation:
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4 days ago
Thank you for your emails. I’ve reviewed the screenshot, and I can see that you made several deposits to the casino. Please note that in order to make a withdrawal, you need to wager each deposit you made. Additionally, if you activated a bonus, the wagering requirements are even higher than for real money deposits alone.
In the chat transcript you provided, you were told that you needed to wager an additional 10 euros. This means you had to place bets that totaled 10 euros. It's important to remember that not all games contribute equally to fulfilling the wagering requirements. Slot games typically contribute 100%, while other types of games contribute a lower percentage. To make sure you meet the requirements, please refer to the casino's Terms and Conditions to check the contribution percentages for different games.
Have you played any games since we were last in touch? Are you still having problems with the withdrawal limits imposed on your profile?
kralkizi has 3d 14h 26m 15s to reply
