Casino Extreme - Player's withdrawal was denied.

I had played through my entire bonus and had money remaining in my account. Each time I tried to get help, I was told I could not withdraw a bonus of 1000. I did not have this in my account. I then was told I had to play until 1000 was bet, even though it was in withdrawable funds section. I played with the money and lost it. There was also a 450 deposit with a bonus on it that was forcefully removed from my account, and the reason was there was already a bonus, which is not possible because the I can see my account and bets, and I followed every rule. The 450 I was told was rejected, but it was taken from my bank.

Dear proche23,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I apologize, but I am not sure I understand completely what happened. Do I understand correctly that after you played with a bonus you ended up with a balance of $354.73 and then you lost it? Also, do I understand correctly that you later made a deposit but it has not been credited to your casino account? How much money was in your casino account when you deposited?

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. 

Thank you very much in advance for your reply.

Best regards,

Kristina

After playing I ended up with a balance of $354.73 that should have been withdrawable, but after asking the live chat on the site I could not get any help, and I was told I had $1000 I needed to use, but my account showed no such bonus. Then I deposited $450 that I am told was not going to be added to my account until I went though the $354.73 that was already on the account, even though it should have been withdrawable. I then went and saw that the $450 was added to the account with a bonus and removed in the same time. I have not received help on getting the $450 either into my account without the bonus, or returned to my wallet. I had $0 in my account when I deposited.

Thank you very much, proche23, for your cooperation. I will now transfer your complaint to my colleague Andrej (andrej.p@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Dear proche23,

From now on, I’ll be taking care of your complaint. I’ll contact the casino and try my best to resolve the issue as soon as possible.

I would like to invite the representatives of Casino Extreme to join this conversation and participate in the resolution of this complaint.

Dear casino team,

Could you please clarify the situation? Why was proche23 asked to additionally wager $1000? Moreover, since the bonus the player made the $450 deposit for has been canceled by the casino, could you please advise what's the current status of the deposited amount?

Hello proche23,

Hope you are well.

Please note that your account has been reviewed and we will do our best to explain what exactly occurred.

On February 2nd, you made a $498.99 Bitcoin deposit and claimed the February 100% boost - ROMANTIC. This granted you with bonus funds worth $498.99 as well. Upon meeting the wagering requirements, you have submitted a withdrawal request for $354.73. However, due to the bonus amount not being removed, this withdrawal request could not be finalized.

If you are not familiar with the above mentioned rule, please note that when playing with a deposit bonus, the bonus amount only serves to aid the player in meeting the wagering requirements and is not withdrawable.

https://casinoextreme.eu/terms-and-conditions

7. BONUSES AND PROMOTIONS

7.1. General Bonus and Promotion Rules

e. "All deposit bonuses are for wagering purposes only and may not be withdrawn."

In the meantime, you made another deposit Bitcoin of $450.00, that was pending due to the fact that you had active balance on your account. At this point, given that you have submitted your withdrawal request, your Casino balance was under $1.00. The moment the system recognized that your balance was under $1.00, the deposit was credited automatically and you have redeemed the GRAND501 deposit bonus.

As your $354.73 withdrawal request had to be denied, this could not have been done while you had balance on your account. Therefore, the $450.00 deposit and bonus were temporarily removed so that your withdrawal request could be denied and your $354.73 balance could be returned.

As you have finished playing with your initial balance, and your balance is now under $1.00. Your $450.00 deposit has been returned to your balance. If you wish to claim a deposit bonus, simply contact our Customer Service through live chat to have the bonus applied.

Thank you for your understanding and should you need any additional assistance, please do not hesitate to contact us.

Kind Regards,

Luke N***

Casino Extreme Management

Thank you, Luke and Casino Extreme team, for the comprehensible explanation. Do I understand correctly that at first, proche23 was not allowed to withdraw simply because their remaining balance did not exceed the non-cashable bonus amount that is deducted upon withdrawal?

Dear proche23,

Kindly let us know if you have any remarks and/or further inquiries regarding the matter.

Hello Andrej,

Hope you are all well.

That is correct, the only reason why the player wasn't allowed to withdraw the funds at that moment was because the withdrawable amount didn't exceed the total bonus amount.

The withdrawal request was denied and the funds were returned to the player's account in order for him to continue playing so that he could win more and come back to finalize the withdrawal.

Should any additional information be needed, we are always available.

Kind Regards,

Luke N***

Casino Extreme Management

Thank you, Casino Extreme, for your cooperation.

Dear proche23,

As mentioned earlier, I’d like to kindly ask you to let us know if you have any additional remarks regarding the situation. All of the deposit bonuses Casino Extreme offers are sticky, which means that once all conditions of a bonus have been met, only the part of your balance that is in excess of the initial bonus amount is eligible for withdrawal. As your balance at the time you requested the withdrawal was less than that, there were only two options – either keep playing with the remaining amount in your gaming account and get a chance to increase your balance to be able to withdraw your bonus winnings or forfeit the remaining bonus amount to be able to place another deposit and/or claim another bonus.

Since the $450 deposit was already credited to your gaming account, given the circumstances and the explanation provided by the casino representative, we believe there’s nothing to dispute further.

Should there be no additional comments, this complaint will be closed as ‘Rejected’. 

Dear proche23,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Dear all,

Since proche23 stopped responding to our messages and questions, we assume there’s no aspect of the matter left to dispute.

Considering the information provided by the casino team, we will now close this complaint as ‘Rejected - Unjustified’.

Thank you, Casino Extreme, for your cooperation.