CasinoCastle - The player is unable to withdraw his winnings.

I won a tournament and i have a screen shot from them that says the $1000 cash i won does not have to be wagered. I had $120 left from a deposit that i had made after i finished the tournament. Well when it was over they added the $1000 to my balance which had a $6000 wager already on it. I contacted chat and they said i had to wager it. I called their 1 800 number and they said the same. I told them what the screen shot said and they said send it too them. I sent countless emails along with screen shots and the other 2 small issues they screwed me out of that week. All happened last week

Hello Charles,

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

Do you have an exact link to this tournament or any bonus terms related to it? Did you forward them the screenshot where is it show that there should be no wagering? If yes, how did they respond to that? Is your account already verified?

Also please if you have any additional screenshots or proof forward them to to nikolas.b@casino.guru.

Regards,

Nick

Hello Charles,

We haven't hear from you in a while. Please note that if we won't get any respond within the next 7 days, the complaint will be rejected.

Im hear i sent a screen shot of what they sent me when i won the $1000 and it says no wager right beside the $1000. O cicled it

They have not responded from the screen shot i sent them. And i sent it over 5 times i have emailed them over 12 times about all of the bonuses i did not get after deposit and them screwing me out of the $1000 cash prize for winning the tournament. I have not heard a single word out of them

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

Wish you best luck resolving it.

Regards,

Nick

Hello Charles,

I looked at your complaint and will do my best to help you. I would like to invite CasinoCastle into this conversation. Casino, can you please specify what is the problem with the player’s withdrawal?

Thank you for helping with this. I just dont understand how they offer a $1000 cash prize for winning a tournament and then turn around and add the $1000 to my balance to be wagered at $6000. It plainly states in the message they sent me "no wager requirements" I could not find anywhere that tournament winnings had to be wagered

And what bothers me the most is that i have deposited around $1800 if not more with them in the past 6 months and this is how they treat me. Not only the tournament winnings and not answering my dozens of emails but also not giving me cash back on numerous deposits that they had a promo on also not giving me free spins on a promo after i deposited and simply telling me that they changed that last minute yet it was still being advertised on their main page.

They wont reply because they know they messed me over. I have sent so many emails that its ridiculous. They wont even answer me when i go to live chat. They sure didnt have a problem taking over $1500 worth of deposits from me though. Nothing but 2 bit crooks!!

We would like to ask the CasinoCastle to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

So what happens if its unresolved? Will that get them blacklisted?

Is anyone actually ready any of this or is it just a big hoax like casino castle

Dear Charles,

in case of an unresolved complaint, we drag some points from the Casino's rating. It depends on the final classification and on the disputed amount. In those cases, we usually recommend contacting licensing authority but CasinoCastle is not licensed. Unfortunately, this situation doesn't cause that Casino will be blacklisted.

At this point, I can only recommend always to check our review at https://casino.guru/ before you'll start to play in an online Casino. For example, this Casino has 4.7 points out of 10 which means that there are a lot of better-rated Casinos to choose from.

Okay thanks for that information kind of s*cks they screwed me out of $1,000 that I've never won a tournament before

I apologize, but since we haven’t received any response from the casino regarding the issue, we can not continue resolving this complaint and we are forced to close it as ‘unresolved’.

I am very sorry I couldn't help more, but at least closing this complaint as unresolved will negatively influence the Casino's rating and other players can read about your experience in our review.

I hope you won't come across a problem like this again.

The Casino can ask to reopen this complaint anytime.