Casino Eagles - The player's withdrawal is delayed.

I win dis money before almost 1 year I can't withdrawal it the support don't respond what I have to make can some one to help me !!!

Hello marto041467,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Casino Eagles. Please allow me to ask you a few more question before we would move forward.

Could you please advise the exact date of your withdrawal request? Are you still able to access your casino account? Was it ever verified and do you have any confirmation about it?

When was the last time you contacted the casino and when was the last time they did respond?

Looking forward to your answer.

Regards,

Nick

I have make 5 6 times to make withdrawal the wast time is today 300€ I check every available method!!!

Support team don't answer any my messages and I stopped to try before 3 months because I don't have access to my registered email

Dear marto041467,

Could you please answer to my above requested questions?

Hello marto041467,

Thank you for all the information. I will now forward your complaint to my colleague Adam who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello marto041467,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Casino Eagles to join the conversation and participate in the resolution of this complaint.

Dear Casino Eagles,

Can you please provide an update on the status of the player's withdrawal?

Kind regards,

Adam

Hello.

You never have deposited into the casino, and you have made the winnings using fun game.

you can play using fun game, but not to withdrawal the funds.

as stipulate into our terms and condition:

3.4: A player who plays in fun mode, will not be able to make any withdrawal.

but will still be able to play in fun mode.

In the event that the player decides to deposit,

all the previous balance of the money won using fun,

will be completely zeroed.

Regards.

Casinoeagles team.

Dis is a win from welcome free spins is not a fun mode when I pres real play I have dis money

In my account is seeing reveal balance is not bonus or fun mode 😤😤

I can not risk to deposit because the casino cheating my and don't answer my emails

Dear marto041467,

I checked the casino terms and conditions and I found the following:

"3.35 The free bonus received when registering or as a gift

after deposit, are only for playing

in Fun mode and for testing the machines. in the event of a win,

the players

will not be able to withdraw and needs to drop that balance

to 0 before depositing."

Can you please confirm if the bonus used was a free bonus when registering?

Dear Casino Eagles,

It certainly appears according to the screenshot supplied by the player that the balance they are trying to withdraw is a real money balance.

Can you please provide more information? If the player makes a deposit, will they be able to make a withdrawal?

Kind regards,

Adam

Hello.

The client never deposited. and the bonus was used as fun.

as mentioned in our terms and condition even if the client make deposit, the balance will be dropped back to 0 before the deposit.

The fun money cant be withdrawn.

Regards.

Casinoeagles team.

Hello Casino Eagles,

Thank you for your response.

Could I ask why the balance appears to show as real money in the player's account?

Kind regards,

Adam

Because when the client dont deposit, there is no need to place the funds in the bonus balance, since anyway the money are just for fun..

anyway if the player wish to deposit we will have to clear the whole fun balance, and in case the player will take bonus after the deposit, he will see the bonus into his bonus balance.

Hope all is clear.

Regards.

Casinoeagles team.

Thank you for the explanation, Casino Eagles.

Dear marto041467,

Can you please confirm that you have never deposited at the casino and accumulated this balance using the free bonus received when registering?

Kind regards,

Adam

Dear marto041467,

Could I ask you for a response to the previous post? Please be aware that if we do not hear from you within the set timeframe, this complaint will be rejected.

Yes I don't deposit dis is from welcome bonus

Dear marto041467,

Thank you for your response.

I very much appreciate the confusion caused by how the balance is displayed in the casino account, but it does seem that the casino has operated in accordance with its terms and conditions regarding this matter and any winnings from fun money cannot be withdrawn.

As such, I am afraid I am unable to assist you any further on this occasion and the complaint will now be rejected.

Kind regards,

Adam