Cleopatra Casino - Player’s bonus winnings have been capped and payment delayed.

Ich hatte 5700 € gewonnen, am 10, Oktober 2020 durch 17 € Bonus wurden mir 4700 € storniert und wollten nur 1000€ ausbezahlen, bis heute ist nicht§ eingetroffen. Heute ist der 20 Oktober 2020 und wen ich mit Support schreibe heisses wir haben euch das Geld gesendet.

Katastrophe

Dear Bekim,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked general terms and conditions, and this is what I found https://www.cleopatracasino.com/terms-and-conditions:

"The maximum winnings that will be paid out resulting from a comp points bonus will be 1,000 EUR/USD, 1,500 AUD/CAD, 10,000 NOK, 70,000 RUB, 7,000 CNY, 12,000 JPY. In regards to BTC players, the maximum winnings that will be paid out resulting from a 0.1BTC. Any winnings exceeding this amount will be forfeited."

This explains why your winnings have been capped at €1,000. I

Regarding your delayed payment, it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it. If you don’t receive your winnings by then, please, let us know and we will try to help you. Looking forward to hearing from you.

Best regards,

Petronela

Dear Bekim,

Have you received your winnings? We are extending the timer by 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it. Looking forward to hearing from you.

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

The player can reopen this complaint anytime.