Home Complaints Casino Eagles - Player’s dissatisfied with obligatory deposit wagering.

Casino Eagles - Player’s dissatisfied with obligatory deposit wagering.

Amount: €1,000

Casino Eagles
Good reputation
Submitted: 04 Jun 2022 | Case closed : 21 Jun 2022
Case closed Our verdict

Other

REJECTED

Case summary

1 month ago

The player from Spain is criticizing the mandatory deposit wagering for real money. We’ve rejected this complaint as per the player’s explicit request.

Public
2 months ago
Translation

It's about this casino being unfair to everything. I deposit 800 euros) first 300 and then 500). I have won 1300 and I make a withdrawal of 1000. After 5 hours they send me an email saying that it cannot be withdrawn since you have to bet 5 times the deposit, it means that I deposit 300 and I lose them, then I deposit 500 and it turns out that to withdraw you have to bet the 300 lost plus the 500 deposited later, which makes a total of 800 x 5 times.....total 4000.

That is to say, you have to bet 4000 euros to be able to withdraw, which is a real one.

I believe, and forgive me for saying so, that you are making a mistake with many casinos: the good ones for you are bad and the bad ones turn out to be good.

There are quite a few that you indicate that they admit players from Spain and it turns out that they don't, but vice versa there are also some.

There are also casinos, and I already told you, that are the same group, but they do not appear as such in your system.

For example: Ybet is the brother of Macau and you have already put it but there are also several more casinos, such as France casino, Vegas kasino, and others that are also from the same group and you do not have it reflected.

I am sorry to tell you this but if you consider that you are the best platform in the world, I think you are wrong because you make serious mistakes.

Cheers

Automatic translation:
Public
2 months ago

Dear Canaberto,

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


"3.14. A customer can withdraw money from his account only after he has rolled each of his deposits at least 5 times. Wagers with odds lower than 1.6 (sports and virtual sports betting) or casino wagers with minimum/no risk are not counted towards the rollover. If the player doesn’t meet this requirement, Silverplay reserves the right to charge the withdrawal request with up to an 8% administrative fee. All Running, Cash-out bets, Tie (Draw), Cancelled, Refunded and Denied bets or bets placed on multiple outcomes of the same event are not considered towards the calculation of the turnover."


It is not unusual for a casino to have this rule. Some casinos require deposit wagering 1x, some 3x or 5x, but you can find casinos with even higher wagering requirements for real money.

Mandatory real money wagering has been introduced by the AML (Anti-Money Laundering) Regulations for Gaming and Gambling Industry and is usually set by the Licensing Authority. All the serious and licensed casinos have to comply and follow these policies. However, it is a bit unusual to request the wagering for already lost funds. Could you please forward any relevant communication between you and the casino to petronela.k@casino.guru?

Please let us know if this explanation was satisfactory. Looking forward to hearing from you.

Best regards,

Petronela

Public
1 month ago

Dear canaberto,


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.

Edited by a Casino Guru admin
Public
1 month ago
Translation

Petronala: I think there is an error, what I have done is ask for help from a comment about Eagles casino

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Public
1 month ago

Is this the correct casino's website, please?


https://www.casinoeagles.com/online-casino

Public
1 month ago
Translation

And

Edited
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Public
1 month ago
Translation

And

Edited
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Public
1 month ago
Translation

And

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Private
1 month ago
Translation
Sensitive information

This post has been made private by Casino Guru. It contains sensitive information meant to be seen only by the involved parties.

Public
1 month ago

I have switched the complaint to the correct casino. Could you please forward any relevant communication between you and the casino to petronela.k@casino.guru? Thank you very much in advance.

Public
1 month ago

Additional information:


The player's other complaint about the same casino has been closed and we will merge both issues into one thread.

Public
1 month ago
Translation

But you have closed the complaint where I was talking about Eagles and in this is the one about the Silver Play where I no longer play.

I think you're doing it wrong

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Public
1 month ago
Translation

, where this complaint can be closed, I no longer play at Silver Play casino. Although "Eagles casino" appears above, what is being talked about on my part is all about the Silver Play casino, where I no longer play.

Please review the complaints.

The complaint I made is related to the Eagles casino

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Public
1 month ago

You have asked me to switch this complaint to Eagles Casino:

file


Therefore, your other complaint related to the same casino has been closed.

Public
1 month ago

Since the player has requested the reopening of his other complaint, we will reject this one.

However, I would kindly ask you for future references to be careful when submitting multiple complaints and keep one thread to one casino only.