Casino765 - Player is enquiring information regarding active bonus.

Good afternoon,

I found your email on a forum online and I am wondering if you could help me. I deposited €40 with casino765 to receive a 300% deposit bonus (total €160) with wagering x45 total €7,200. There is an option on the website to view tour bonus status and how much wagering is remaining. From the get go this has been the status 

As you can see the deposit is showing as 0, even tho I deposited 40. This has meant that it isn’t accurate of what I have wagered, after spending a few hours on slots and sure I would have wagered it all this still hasn’t changed. I decided to download the game history onto excel and sum how much I have wagered, which totalled over €10,000. My balance is now still split between bonus money and real cash. The customer service online chat has been very unhelpful and advised the email support, I have emailed 4 times and had no response. The slots I played and within the terms and conditions with 100% contribution. Please could you help or give advise 

Thanks in advance

Dear Charlotte,

Thank you very much for submitting your complaint and for forwarding the relevant screenshots. I’m sorry to hear about your problem. We will contact the casino and ask for their cooperation, but, before we do that, could you please forward your game history to petronela.k@casino.guru?

I have checked terms and conditions, and this is what I found https://casino765.com/casino/promotions:

"Only wagers or bets made using bonus balance will contribute towards the wagering requirement. Playing for fun on any games will not contribute."

Could you please rule out a possibility that you’ve been playing in "fun mode"? I don’t believe that this is the actual issue, however, I would like to have your confirmation before contacting the casino.

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Dear Petronela,

Thank you very much for your response. I have emailed over my game history.

It is not possible that i have been playing on fun/demo mode. The only option to do this is clicking on slots, seclted demo play where you play with demo 1000 EURO. I can confirm this isn't the case and I have been playing with the deposited amount and bonus.

I look forward to hearing from you.

Kind Regards,

Charlotte

Thank you very much, Charlotte, for your reply and forwarded email. Just one more thing please, do I understand it correctly that your active balance is locked for withdrawals? 

Thank you for your reply!

Yes I think the balance is locked for withdrawals, even after all the wagering. I don’t want to attempt to withdraw as I get the error message

‘You started playing with your Bonus money. If you continue with the withdrawal, you will lose your bonus balance and the winnings from the bonus that you currently have. You may cancel the withdrawal and complete the wagering requirement. Then you can withdraw the balance.’ Not sure if this is a generic email.

I have received a reply to my email form casino 765 this morning ,

Hello,

Thank you for contacting Casino765 support.

You can request to withdraw 10 times of your deposits for the first month. Since you have deposited 60 Euros, you can make a request for 600 Euros. 

Best Regards,

Casino765 Support Team

Player Support

support@casino765.com

www.casino765.com

still waiting for a reply to the questions I asked!

many thanks!

charlotte

Thank you very much, Charlotte, for providing all the necessary information. I will now transfer your complaint to my colleague Matej who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Charlotte.

According to the casino rules:

The maximum winning amount that a player can cash out is €5,000 every 30 days. All other winnings will be paid in monthly installments of €5,000 every 30 days. The maximum withdrawal amount per transaction is €5,000.

Please not that the maximum amount of withdrawal will not exceed the total deposit balance x 10 times.

If you deposited over 500€ all your winnings will be paid in full under the terms and conditions policy.

I was asking in the casino about this rule and their chat assured me that all what this rule affect is speed of withdrawal, not the amount.

So please make a withdrawal of €600 (which you should be able - at least based on the answer from casino) 

When you will recieve them, deposit from these money €500 - after the deposit you should be able to withdraw the rest of the money (ecept that €500 - you need to do a minimal wagering) (My advice: When you will be depositing rather do not take any bonus)

Dear Charlotte,

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.

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.