The player from Finland won €485 using a welcome bonus but is unable to withdraw the funds due to a claim that bonuses are prohibited for Finnish players. He disputes this, as he does not see the rule, and has provided evidence to support his case but has not received a resolution after reaching out via live chat and email. Additionally, he notes that his deposit of €285 is missing.
Art Casino - Player’s winnings are confiscated due to bonus issues.
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Waiting for Casino Guru to reply
4d 17h 14m 33s
Art Casino
Safety Index 8.9 HighCase summary
Discussion
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4 days ago
I won €485 using a welcome bonus and tried to withdraw my funds. After the withdrawal request, the casino messaged me stating that bonuses are prohibited for Finnish players. They posted a picture of the rule stating that Finns are prohibited, but I don't see that specific text myself. I also took photos and videos of the casino's webpage showing how it appeared to me. I tried to resolve the matter via live chat and email, but it didn't progress. I’m adding the photos I took here, and I can also send the video via email if necessary, since it can't be added here. Also, just to add, they refunded my deposit, so a total of 285 euros is missing from my account.
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3 days ago
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3 days ago
Hello,
Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.
- Could you please explain how you activated the welcome bonus you played with? Was the bonus available directly in your casino profile, did you enter a bonus code you found on a third-party website, or did you receive a promotional email containing the bonus offer?
- Did you use a VPN or any other IP-masking software to alter or conceal your actual location while accessing your casino account?
- Did you receive any pop-up warnings or notifications informing you that the bonus was not available to players from your country?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
