The player from Italy had her bonus winnings capped. Player’s complaint has been resolved successfully.
Casino Astral - Player’s winnings have been reduced.
Amount: €250
Casino Astral
Safety Index:LowSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
3.8
Casino Astral has a Safety Index of 3.8, which means some of the considered factors point to a low level of safety. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 years ago
Public
Public
3 years ago
Translation
HELLO I PLAYED MORE THAN 1550 EUROS IN 10 DAYS, I WON WITH A CASHBACK, 800 EUROS BUT THE CASINO GIVES ME 250 AND STILL THE MONEY IS SUSPENDED NOW I WOULD WIN MORE MONEY AND THEY TELL ME THAT I CANNOT CANCEL PENDING WITHDRAWAL FOR MAKE ONE HIGHER BUT HOW IS IT POSSIBLE? I BELIEVE IT IS A CASINO SCAM HELP ME PLEASE
Automatic translation:
Public
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3 years ago
Dear Rosella,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
I have checked the general bonus terms and conditions, and this is what I found https://www.casinoastral.com/bonus-terms-conditions/?isPopup=true&lang=en#:
"The maximum withdrawal allowed in the event of a cashback win (received once the balance is less than 1.00 EUR) is 3x (3 times) the cashback amount (special conditions and customizable for VIP status). The amount of the cash offered is deducted upon withdrawal."
I would like to emphasize, that according to our Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#win-limits, we consider imposed win limit to be unfair and predator, only when it’s applied to a real money game, however, we accept bonus T&Cs that restrict the maximum cash out from a bonus play.
Do I understand correctly that your winnings have been accumulated from a cashback bonus entirely? Could you please advise how much was the rewarded cashback bonus?
Thank you in advance for your reply and I hope we will be able to help you as soon as possible.
Best regards,
Petronela
Public
Public
3 years ago
Translation
case solved my withdrawal was successful thanks
Automatic translation:
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3 years ago
As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Rosella, for your confirmation, and please don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Petronela
Casino.Guru
