Casino Extreme - Player’s withdrawal attempts are denied.

I deposited $50 and when I went up to 400 I tried to cash out and it wouldn't let me it said I needed to verify my account so then I talked to customer service and they said that I only needed to verify my account if I was winning money from a free spin and never made a deposit but since it's through cryptocurrency and since I've made a deposit it should have automatically opened up instant withdrawals so they made it to where I could request a payout and so I did so and it got denied and so I requested it again it got denied and then they made it to where I can't even request a payout again and back to the verifying account so I sent them the documents they requested multiple times and each time they keep denying it saying that the photos aren't clear enough or whatever but I made sure that you were able to see and read the information on them they're just not trying to let me withdraw my money and I want about 400 but I played it back down to 50 dollars because that's the minimum you can do through Bitcoin and they still won't let me withdraw not even $50 here's a screenshot of all the conversations and everything and all the ID photos I sent them

Dear roniwiess456,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Casino Extreme.

I checked the response from the casino and it seems the casino informed you the amount is not withdrawable.

Could you please advise what was the bonus you redeemed in the casino? Kindly share a screenshot or a link to the bonus you redeemed.

I checked the casino terms and conditions for bonuses: https://casinoextreme.eu/terms-and-conditions#bonuses

7.1. l. Withdrawals are not permitted for an amount less than that of the bonus.

7.1. m. Upon requesting any withdrawal (regardless of the number of deposits), any amount up to the equivalent value of the deposit bonus will be deducted from your balance or winnings prior to settlement. For example, if you deposit $/€ 500 and receive a $/€ 250 bonus after meeting all wagering requirements, and you wish to withdraw your funds, a request needs to be made for an amount less your bonus amount received.

That means the amount the casino contributed to your $50 is deducted at the moment of withdrawal.

If the casino contributed $50 or more as bonus money this amount will be deducted from the balance you wish to withdraw.

I'll await your reply

Best regards,

Tomas

It was no rules bonus and the withdrawal limits there was none and the casino tried to tell me that I can't withdraw the same amount I deposited but that was never in the rules or the terms or conditions there was no withdrawal limits

And when I talk to the casino they tell me that I can't withdraw it because of account verifications not because of a bonus rules

The bonus code was limitless

And like I said when I talk to custom

er support they said that my account had to be verified first and I sent them the documents and each time I send them to him no matter how good or bad the pictures are they say that they're not good enough so I'm going to upload the screenshots of my identification that I submitted to them

So I got my account verified and there's still denying my withdrawal and I got an email from customer support that makes no sense at all they said that I need to request a withdrawal amount less then the bonus I received and the bonus I received is $98 well the withdrawal amount that I'm requesting is $50 so that is less than the amount I received here's a screenshot of the email that I got and I'll do a screenshot of the bonus that I use

Thanks for clarification.

Types of bonuses like the one you redeemed, we on Casino.Guru call them 'sticky'.

These bonuses are prevalent in casinos that operate in the US market. In principle, bonuses from these casinos are very generous, with the casino contributing usually 150% or more with your deposit for you to play, however, when the wagering requirement is complete this amount the casino contributed in the beginning is subtracted from the balance at the moment of withdrawal. If the casino contributed 98.84 USD when you claimed a bonus, this balance will be removed at the moment of withdrawal. If you only had 50 USD in your account, this balance cannot be withdrawn. Only a balance above 98.84 can be withdrawn with 98.84 subtracted from the total.

I can only recommend you familiarize yourself with this principle and pay attention to the type of bonus you redeem. Bonuses that are non-cashable, or non-withdrawable will follow the abovementioned principle.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.