The player from Germany had experienced what seemed to be a technical glitch while completing bonus wagering requirements. The casino informed the player that he would have to complete his wagering requirements again or he would only be allowed to withdraw 10X of his last deposit. We closed the complaint as unresolved because the casino failed to reply to the player's complaint in the given time frame.
CasinoMarriott - Player has experienced a technical glitch.
Black points: 4009
Amount: €11,000
CasinoMarriott
Safety Index:Very lowSafety Index
Casinos with a Very low Safety Index usually have many relevant complaints from players or other relevant issues. In general, we don't recommend playing at casinos with a Very low Safety Index.
Unresolved
Our verdict
Technical glitch
UNRESOLVED
Case summary
3 years ago
Public
Public
3 years ago
Translation
Hi
I received a deposit bonus at this casino followed by free spins. With these I won around € 10. Then I played the whole night to meet the sales conditions and during this I contacted the support several times but received no information. I earned over € 11,000 by the morning but still haven't met the wagering requirements. When I asked again, I was informed that there should have been problems with the game and that after fixing it I would have to meet the wagering requirements again or my winnings would be reduced to 10 times the deposit (€ 200).
however, this is the operator's failure and I am being cheated twice.
And it can't be that you are constantly cheated out of your winnings in some casinos due to strange clauses.
would be really grateful if you can help me
best regards
Moses
Automatic translation:
Public
Public
3 years ago
Dear Mophet,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward any supporting evidence, such as screenshots or videos, ideally your game and bonus histories along with any relevant communication to petronela.k@casino.guru?
I received screenshots that you’ve uploaded while filing this complaint, unfortunately, they’re blurry.
Looking forward to hearing from you. Thank you in advance for your understanding.
Best regards,
Petronela
Public
Public
3 years ago
Thank you, Mophet, for your reply. According to the live chat agent, you should be entitled to a maximum withdrawal of 10x your last deposit based on the following rule https://casinomarriott.com/casino/welcome-bonus:
"All Deposits of 999.99 USD/EURO/GBP/AUD or less have a max withdrawal of 10X the deposit for that specific play session (all other currencies pegged to USD). Once a withdrawal is approved, the casino applies the 10X rule and corrects the withdrawal to accurately reflect the 10X rule. The remaining funds are deemed 'Non-Withdrawable' and are cleared from the player's balance. Deposit bonuses used during a play session that results in a pending withdrawal request, are also 'Non-Withdrawable' and can be deducted from that particular pending withdrawal.
Any and all deposits must be wagered at least once (1X) the sum of the deposit in order to qualify for a withdrawal. A withdrawal cannot be approved unless a minimum wager of 1X the deposit is first met. Deposits made as part of promotions are subject to that specific promotion's Terms and Conditions and wagering requirement."
However, you have redeemed a promotional offer, is that correct? Bonuses have different withdrawal limits. Could you please advise which exact bonus you have used? Looking forward to hearing from you.
Public
Public
3 years ago
Translation
Hi
got a first deposit bonus and made winnings with the free spins ...
I also contacted the support several times but received no relevant information. And since they knew about the technical problem, they could have responded. I mean this is over € 11,000.
well
definitely thanks for your help.
there are so many sneaky terms and conditions and rip-off casinos that your job is really important ... !!!
Thanks a lot
Automatic translation:
Public
Public
3 years ago
Thank you very much, Mophet, for providing all the necessary information. I will now transfer your complaint to my colleague Andrej 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.
Public
Public
3 years ago
Dear Mophet,
I’m really sorry to hear about your unfortunate experience. I’ll contact the casino and see if I can help.
I would like to invite CasinoMarriott to this conversation.
Dear CasinoMarriott,
Could you please clarify the situation regarding Mophet’s winnings?
Public
Public
3 years ago
We would like to ask CasinoMarriott 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’.
Public
Public
3 years ago
Dear Mophet,
I apologize, but since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’.
I am very sorry I couldn't be of more help, 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 reopen this complaint anytime.
