The player from Austria was informed he had to wager the deposited amount 10x in order to withdraw. The player fulfilled the wagering requirements and successfully withdrew his winnings, therefore we marked this complaint as 'resolved'.
Champagne Spins Casino - Player’s dissatisfied with the wagering requirements.
Amount: €1,006
Champagne Spins Casino
Safety Index:Above averageSafety Index
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7.3
Champagne Spins Casino has a Safety Index of 7.3, which makes it a casino with an above-average level of safety. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
4 years ago
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4 years ago
Ich habe mich am 30 Juni bei Champagnespins.com angemolden. Nachdem ich immer ohne Bonus spiele, habe ich mich vor der ersten Einzahlung im Kundenchat erkundigt wie hoch die Umsatzbedingungen im Spiel sind. Der Chatmitarbeiter hat mir geantwortet, er sagt 3 x Einzahlung im Spiel umsetzen.
Ich habe 800 Euro einbezahlt und 2415 im Spiel gesetzt. Ich spiele immer Black Jack und Roulette.
Konto wurde verifiziert alles gut. Nachdem ich die Auszahlung 1006 Euro beanragt habe. Eine Mail ich im in Table Games 10 x die Einzahlung umsetzen.
Diese vorgehensweise ist unseriös, der Chatmitarbeiter hat angegeben ich muss 3 x umsetzen.
Ich hoffe das wir hier eine Kulante Lösung finden.
Mit freundlichen Grüssen Wolfgang WägerHello Wolfgang,
Unfortunately, we are not able to process your withdrawal request because you haven't reached the wagering requirements. Please note the relevant rule from our Terms, especially the bolded part:
54. In order to make a withdrawal, a player playing with traditional currencies (EUR, AUD, USD, CAD, NOK, SEK, RBL, ZAR, PLN) must play through active deposited amounts at least once prior to withdrawal. Players depositing from a BTC Wallet or equivalent in crypto money (including BTC converted to EUR) need to play through active deposited funds at least 3 times prior to withdrawing due to a higher risk of fraud. If you are a table games player, 10x needs to be wagered, regardless of currency. If a player exchanges VIP points for cash this cash will need to be wagered 3 (three) times before you are able to withdraw any part of these funds. This procedure is in line with anti-money laundering practices. The player is fully responsible for paying all fees and taxes applied to their winnings according to the laws of the jurisdiction of the player’s residence.
After checking your bet history, we have found that you have wagered 2.415€ so far and the requirements are 8.000€ (10x of your deposit when playing table games).
Apologies for the inconvenience and please let us know if you need additional assistance.
Best regards,
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4 years ago
Dear Wolfgan,
Thank you very much for submitting your complaint. I’m sorry to hear about your issue. Although I admit that this rule isn’t very common, we don’t think it is unfair. As the casino mentioned, this rule works as a protection against money laundering.
Unfortunately, at this time, our hands are tied. I would recommend you finishing those wagering requirements, because you won’t be able to withdraw.
If there is any additional information that would support your case, please do not hesitate to contact us, otherwise I will be forced to reject your complaint. Thank you for your understanding.
Best regards,
Kristina
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4 years ago
Translation
It would be very important that you now warn other players about this casino. 10 x is unfair ......
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4 years ago
As I've already mentioned, we don't think this rule is unfair, therefore we will have to reject your complaint, if there isn't anything else going on. However, I would recommend sharing your experience in our Forum https://casino.guru/forum, where it will be accessible and visible for more of our visitors.
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4 years ago
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Nevertheless, it would be good for other players if they at least indicate on your side that you have to wager the paid money 10 times at table games. Regards W ****
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4 years ago
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Dear Casino Guru Team, for information. I have now turned my 800 euros x 10 into table games.
Now payment for 1606 is requested. Thus, all good 🙂
Nevertheless, 10 times is really a lot. It would therefore be important that it is stated on your homepage.
Greetings Wolfgang
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4 years ago
Thank you for letting me know Wolfgang! I will keep this complaint opened until you receive your winnings. Would you be so kind and let me know when you receive it?
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4 years ago
Translation
Hello dear casino guru team.
After the casino was 10 x turnover of deposit ..... So 800 euros x 10 in table games 🙁.
I played up high stakes on blackjack. And then the turnover in roulette fulfills high stakes 100 each on red and green ..... and as security 6 euros to 0.
I got out at a profit of 806 euros.
After I met the wagering requirements, the money was paid out within 2 hours.
Still, it would be good if the wagering requirements were listed on the Casinoguru website.
Regards Wolfgang
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4 years ago
Dear Wolfgang,
We are glad to hear that your issue got resolved. I will ask our data team to reconsider mentioninng the wagering requirements in the casino's review.
We will now mark it as 'resolved' in our system. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help, but I hope you won’t come across a problem like this again.
Best regards,
Kristina
