I have the conversation here
[Support] Re: Your withdrawal request
##- Please type your reply above this line -##
Your request (#509628) has been updated. To add additional comments, reply to this email.
MadDawg cutty d
29 May 2023, 12:54 EEST
Can I have an explanation before I file a complaint?it was raw cash,14 euros left,I've forfaited the bonus to avoid problems,here's a screenshot of the win,how is it non valid? A single bonus win with 14 euros raw cash left,now it's cancelled?I want to know what casinoguru thinks about it
MadDawg cutty d
29 May 2023, 12:32 EEST
How is it possible?it was raw cash
Ophélie (CustomerSupport)
29 May 2023, 12:30 EEST
Dear MadDawg,
A small correction to the previous e-mail,
after verification your balance has been completely cancelled due to this rule in the terms and conditions:
- Any deposit and winnings related to a deposit bonus will be blocked until the wagers indicated for the offer have been made.
'2.4.7. Players must wager the entire deposit before requesting a withdrawal. If the deposit is not played at least once, the withdrawal request will be cancelled.
Therefore, there are no remaining balances at this time. We apologize for any inconvenience this may cause.
Please familiarize yourself with our terms and conditions to avoid disappointment in the future.
For further information, please click here: https://www.casinoestrella.com/terms-of-service/
We remain at your disposal for any additional assistance.
Regards,
Ophélie
MadDawg cutty d
29 May 2023, 12:02 EEST
So how much can I withdraw from 1000?
Ophélie (CustomerSupport)
29 May 2023, 12:00 EEST
Dear MadDawg,
I am writing regarding your withdrawal request on Casino Estrella.
We inform you that our Financial Department has canceled your withdrawal, and reversed this amount back into your casino account, as this is a deposit that you did not play accordingly.
Indeed, according to our Terms of Use, any deposit must be wagered at least one time entirely, before any withdrawal request.
‘2.4.7. The players must play the full deposit before asking for a withdrawal. If it’s not wagered at least once the withdrawal request will be canceled.’
Consequently, you can only withdraw your winnings, but not the deposits made before playing the equivalent amount.
Thank you for your understanding.
We remain at your disposal for any additional assistance.
Regards,
Ophélie
This email is a service from CustomerSupport. Delivered by Zendesk
[86Z8M6-Y50DK]
I have the conversation here
[Support] Re: Your withdrawal request
##- Please type your reply above this line -##
Your request (#509628) has been updated. To add additional comments, reply to this email.
MadDawg cutty d
29 May 2023, 12:54 EEST
Can I have an explanation before I file a complaint?it was raw cash,14 euros left,I've forfaited the bonus to avoid problems,here's a screenshot of the win,how is it non valid? A single bonus win with 14 euros raw cash left,now it's cancelled?I want to know what casinoguru thinks about it
MadDawg cutty d
29 May 2023, 12:32 EEST
How is it possible?it was raw cash
Ophélie (CustomerSupport)
29 May 2023, 12:30 EEST
Dear MadDawg,
A small correction to the previous e-mail,
after verification your balance has been completely cancelled due to this rule in the terms and conditions:
- Any deposit and winnings related to a deposit bonus will be blocked until the wagers indicated for the offer have been made.
'2.4.7. Players must wager the entire deposit before requesting a withdrawal. If the deposit is not played at least once, the withdrawal request will be cancelled.
Therefore, there are no remaining balances at this time. We apologize for any inconvenience this may cause.
Please familiarize yourself with our terms and conditions to avoid disappointment in the future.
For further information, please click here: https://www.casinoestrella.com/terms-of-service/
We remain at your disposal for any additional assistance.
Regards,
Ophélie
MadDawg cutty d
29 May 2023, 12:02 EEST
So how much can I withdraw from 1000?
Ophélie (CustomerSupport)
29 May 2023, 12:00 EEST
Dear MadDawg,
I am writing regarding your withdrawal request on Casino Estrella.
We inform you that our Financial Department has canceled your withdrawal, and reversed this amount back into your casino account, as this is a deposit that you did not play accordingly.
Indeed, according to our Terms of Use, any deposit must be wagered at least one time entirely, before any withdrawal request.
‘2.4.7. The players must play the full deposit before asking for a withdrawal. If it’s not wagered at least once the withdrawal request will be canceled.’
Consequently, you can only withdraw your winnings, but not the deposits made before playing the equivalent amount.
Thank you for your understanding.
We remain at your disposal for any additional assistance.
Regards,
Ophélie
This email is a service from CustomerSupport. Delivered by Zendesk
[86Z8M6-Y50DK]