CasinoMarriott - Player has experienced a technical glitch.

Hallo

habe in diesem casino einen einzahlungsbonus mit anschließend gestückelten freispielen erhalten. Mit diesen habe ich um die 10€ gewonnen. Dann habe ich die ganze Nacht gespielt um die Umsatz Bedingungen zu erfüllen und während dessen mehrere Male den Support kontaktiert aber keine Information erhalten. Habe bis zum Morgen über 11000 € erspielt aber die umsatzbedingungen wohl immer noch nicht erfüllt. Auf erneutes Nachfragen wurde mir mitgeteilt, das es Probleme mit dem spiel gegeben haben soll und ich nach beheben erneut die umsatzbedingungen erfüllen muss bzw. mein Gewinn auf das 10 fache der Einzahlung (200€) reduziert wird.

allerdings ist das doch Versagen des Betreibers und ich werde hier doppelt betrogen.

und es kann doch nicht sein das man ständig in irgendwelchen Casinos aufgrund komischen Klauseln um seinen Gewinn geprellt wird.

wäre echt dankbar wenn ihr mir helfen könnt

beste grüsse

moses

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

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. 

Hallo

hab einen First deposit bonus erhalten und mit den freispielen die Gewinne erzielt...

hab mich ja auch mehrfach an den Support gewendet aber keine relevanten Informationen erhalten. Und da sie ja von dem technischen Problemen wussten, hätten sie ja auch reagieren können. Ich mein es geht hier um über 11000 €.

naja

auf jeden Fall danke für eure Hilfe.

gibt so viele hinterhältige agb‘s und abzocker casinos das euer Job echt wichtig ist...!!!

thanks a lot

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.

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?

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’.

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.