Candy Casino - Player experiences delayed withdrawal.

hello

elikkä I was playing and took a deposit bonus which I wagered and tried to make a withdrawal and they required dokkari and I put them in and they took a week and I continued playing with this won money which I had already wagered and then the dokkari were accepted and I had €6500 in withdrawal €1500 and I left €500 in chips in the game account. Then it turned out that the withdrawal had changed to €800 of which they paid €400 and said that there were problems with the payments. I played for 2 weeks and won at the casino and after this process the customer service said that I should have withdrawn this €800 to my first account where it took 3 weeks and I got €400 and I should have deposited this amount back then the winnings would have been accepted. Yes this is a big mess. I have sent a message to the support/license service no response came T:Kimmo

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Hello,

Thank you very much for submitting your complaint.

I’m sorry to hear about your withdrawal issue. Please understand that the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence. If a payment method is available for deposits, it doesn’t necessarily mean that it will be offered for withdrawals too; also, it can be discontinued at any time. Unfortunately, casinos are sometimes powerless and limited in offering payment methods to their customers.

• Could you please advise if you have been informed about any alternative method to withdraw your winnings?
• Was your account successfully verified?

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,

Tomas

The problem was that I played for probably 2 weeks and customer service didn't say anything. I ended up losing €7,700 because the casino came up with some carrot when I couldn't pay.

Thanks for your reply.

Unfortunately, I don't understand the nature of the issue even after your explanation and the screenshots you sent to me via email.

Could you please explain in more detail the issue and how you believe we might assist you regarding the issue?

What does the disputed amount €7700 represent in your situation?

Could you please send any correspondence between you and the casino discussing the problem? Send the information to my email at [email protected]

Looking forward to your reply.

Hello

I deposited €40 and took a 200% bonus this amount was €80 and it had to be wagered €3740 which I was able to wager and the balance was about €600 which had been transferred to me to play or withdraw and I tried to make a withdrawal but the docs demanded where it took 5 days I continued playing then I made a new withdrawal customer service said that I had to send a picture of my face and passport and card and where I wrote candy casino nothing I did everything and again I waited 5 days and played with this money and won a total of: €8500 and then I made a withdrawal of €6500 and €1500 I left €500 in chips for the game which I can play with. Then it happened that my balance was €0 and the withdrawal was €800 which I waited 3 weeks because they had problems with the payment then they paid €400 and told me that another €400 would come

And in the pictures I posted, the bonus has been canceled. I would have understood that I would have received half of this amount and the other half would have had to be wagered 1x, that would have been fine, but I didn't receive €7700 and no one from customer service said anything or when I sent a support message, no one answered me. They have deleted all chat conversations from me.

Dear Kikke

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Igor ([email protected]). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Thank you very much

Dear Kikke,

I am so sorry to hear about your problem with the Candy Casino.

Since Candy Casino hasn’t replied to the complaints so far, I will now try to contact a Candy Casino representative via email.

Hopefully, they will join this conversation and take part in resolving your complaint.

If a Candy Casino representative joins this case, please respond so that we can work toward resolving the issue as soon as possible.

Best regards,

Igor

I have sent them a message myself but they are not responding.

Hello everyone,

I managed to get in touch with a Candy Casino representative, and this is their official response:

With a deposit of 40 EUR, you took advantage of the promotion with promo code 2WWB50. This promotion awarded you a double bonus: 200% of the deposit amount + 50 free spins. In accordance with the site's bonus rules, double bonuses are subject to maximum withdrawal limits.

The maximum withdrawal amount when activating the double bonus (cash bonus + free spins) is limited to 20x the deposit amount, unless otherwise specified in the promotional terms.

With your deposit of 40 EUR, the maximum withdrawal amount was 800 EUR. This payment was made to your account in two transactions of 400 EUR each.

Yeah, I read this right before taking the bonus. Of these, the free spin winnings were canceled and the wagering was done and I asked if I could continue playing they said yes. Then when I had won a lot they only told me that I could withdraw this 800€, it's a crooked casino

Yes, recycling was done.

Dear Kikke,

Just to clarify the situation — once you completed the wagering, what was your total balance?

And if it exceeded the maximum withdrawal limit (20x the deposit amount), were your winnings capped at that point?

The balance was probably €600 and there were no restrictions. My account is closed so I can't see the exact amount.

Dear Kikke,

Thank you very much for a clarification.

Dear Candy Casino,

According to the player’s last response, at the moment when the bonus was fully wagered, the balance was lower than the bonus withdrawal limit. Therefore no winnings had to be capped.

Only later, after wagering, his balance was capped at €800.

Could you please comment on that?

This withdrawal limit only came 2 weeks later after I had made withdrawals of €6,500-€1,500 and I had contacted customer service many times before these withdrawals and there were no restrictions.

We would like to ask the casino 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’ which may negatively affect its rating.

This casino has not responded to me at all. I just lost the money I won. This is not surprising to many, this is a lot of money, but I hope others are wiser.

Dear Kikke,

Could you please confirm whether you have any balance left on your account?

The account balance is 0€ and they closed the account. This Casino doesn't handle things well. I would have been happy if they had paid me half of it and the other half should have been wagered 1x, but they won't do anything even though the casino was at fault. And I asked many times when I made withdrawals. I thought I wouldn't get my money this way. That amount is big for me.

Hello everyone,

Here is the message I received from Candy Casino:

If I understand correctly, the player is trying to point out that when the bonus was wagered, the balance was less than 800, it was switched to cash, and we only debited the funds after the player withdrew. In other words, the player is trying to convince us that they won from the cash that was wagered earlier. However, this is an incorrect interpretation. There is a clear rule limiting the maximum withdrawal amount for each bonus. The promo was used, and the player confirmed this. This means that the rule limiting the maximum withdrawal when using a promo was applied correctly. This was done.

I would like to ask Candy Casino to clarify:

Whether your system applies the withdrawal cap once at the moment wagering is completed or if all future winnings are capped until the player withdraws.

Also, feel free to share any information or evidence regarding this complaint, for example system logs.

I posted pictures of all the withdrawals I made in the past 2 weeks. And every time I asked when I would get the money they said the docs had to be approved first and I continued playing and at no point was my balance dropped. Then when the docs were approved and the first withdrawal was approved my balance dropped from €8500 to €800. The casino never dropped the balance until 2 weeks later even though I asked them

Here is the message I received from Candy Casino:

If a player uses a promo code that has maximum withdrawal terms, they can only withdraw up to the specified amount. The remaining winnings are cancelled. As previously noted, the user used the double bonus on a €40 deposit so, in accordance with the T&C, received a withdrawal of 20x the deposit amount, or €800. The remaining winnings were cancelled.

Dear Candy Casino

You did not fully clarify the situation.

Does this mean that the max cashout also applies after the wagering is completed?

I asked them about this and they said you can play. Only after the withdrawal was successful did they say this. This is a scam

I thought this was completely useless because I wasn't getting my money.

We would like to ask the casino 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’ which may negatively affect its rating.

Hello everyone, here is another reply from Casino:

"After reviewing this case once again, we would like to confirm the following:

 

1. The bonus conditions clearly state the maximum withdrawal rule

 

When the player activated the double bonus promotion (cash bonus + free spins), the following rule automatically applied:

 

"The maximum withdrawal amount when activating the double bonus (cash bonus + free spins) is limited to 20х of the deposit amount, unless otherwise specified in the promotional terms."

 

This rule is visible in the general bonus terms and is applicable to all players equally.

 

2. The rule is not related to the wagering stage

 

The player asked whether the maximum cashout applies after wagering is completed.

 

To clarify:

 

The x20 limit is not tied to the wagering process.

It is not affected by when the winnings occurred.

It applies solely because the player activated the double bonus offer, and therefore the maximum withdrawal is capped at 20× the deposit amount.

 

This is standard practice for high-value promotional packages that include both a cash bonus and free spins.

 

3. The player received the maximum withdrawal permitted by the rules

 

The player deposited €40.

According to the bonus terms, the maximum withdrawal allowed was €800.

 

This is the amount the player was approved to receive, and it was processed according to the Terms & Conditions.

 

4. Our promotions are intentionally very generous

 

We would also like to highlight that:

 

The promotions used by the player offer low wagering requirements;

Combined bonus types (cash + free spins);

The possibility to play with a significantly larger balance even from very small deposits.

 

Because such bonuses give players strong advantages, the maximum withdrawal limit is a necessary balancing rule and is clearly disclosed in advance.

 

For these reasons, we believe the case is fully resolved in accordance with our published Terms & Conditions."

Yes, it's really terrible, when I asked about it, I got a completely different answer and secondly, if you get €80 in play money with this and it has a turnover of €4000, is the bonus good? No. I asked about this at the Casino, when the turnover was done, they said you can continue playing. I had made smaller withdrawals and the casino didn't react in any way to the matter.

Dear Candy Casino,

Just to confirm: According to your rules and interpretation, the casino is allowed to apply the max-cashout limit weeks after the wagering was completed. Is this correct?

So Casino can apply after weeks, phew. It's amazing.

Hello everyone,

Here is another reply from the casino:

To avoid any misunderstanding, we would like to clearly confirm the following:

 

The maximum cashout limit is not applied retroactively and not based on timing. It applies continuously as a direct consequence of activating the double bonus promotion.

 

Once a player activates a double bonus (cash bonus + free spins), all winnings generated under that bonus are permanently subject to the x20 maximum withdrawal rule, as clearly stated in our Terms & Conditions:

 

"The maximum withdrawal amount when activating the double bonus (cash bonus + free spins) is limited to x20 of the deposit amount, unless otherwise specified in the promotional terms."

 

This rule is not dependent on: when wagering was completed, how much time passed before the withdrawal request, or whether the balance was technically converted to "cash" after wagering.

 

There is no provision in our rules that releases funds from the maximum withdrawal limit after a certain period of time or after wagering completion. Therefore, the limitation remains valid regardless of when the withdrawal is requested.

 

In this specific case, the player’s winnings originated from a double bonus promotion, and the maximum withdrawal of x20 was applied strictly in accordance with the published rules.

 

We believe this interpretation is clear, consistent, and fully transparent.

Dear Candy Casino,

According to our policy and point of view, a maximum cashout limit can be applied only until the wagering requirements are completed, not afterward.

Therefore, if this is the case, the player should be eligible to receive the remaining balance, not only the €800 that has already been paid out.

Yes, that's exactly what happened. If I had played for a month and won, I would have only received €800, which I think is wrong.

Here is another reply from casino:

Dear Casino Guru Team, thank you for sharing your position.

 

We respectfully acknowledge Casino Guru’s internal policy; however, we must clarify that our casino applies withdrawal limits strictly in accordance with our published Terms & Conditions.

 

Our Terms & Conditions do not state that the maximum cashout limit applies only until wagering requirements are completed. Likewise, they do not contain any provision that removes or expires the maximum withdrawal limitation after wagering completion.

 

The rule is clearly defined as follows:

 

"The maximum withdrawal amount when activating the double bonus (cash bonus + free spins) is limited to x20 of the deposit amount."

 

This limitation is tied to the activation of the promotion, not to the wagering stage or timing of the withdrawal request.

 

While we understand that Casino Guru may apply a different interpretative policy, we cannot apply conditions that are not stated in our rules or retroactively introduce exceptions that do not exist in our Terms & Conditions.

 

In this case, the maximum allowable withdrawal was calculated and processed correctly according to the applicable rules, and the player received the maximum amount permitted.

 

For these reasons, we respectfully maintain that the case has been resolved correctly from a contractual standpoint.

Dear Kikke,

To clarify the situation, what was the exact amount of your balance at the time when your winnings were capped?

Also, exactly how much of your winnings was paid out?

So I had two withdrawals €6500 and €1500 and I left €500 in chips for the game. They paid €800 for that, I had already made many withdrawal attempts before and my balance didn't drop and nothing was said about customer service

Dear Kikke,

I have repeatedly tried to contact Candy Casino and explain to them that the max cash-out should not be applied after wagering. Additionally, there has been no progress on their side, and according to them, everything they did is in line with their rules and policies.

Unfortunately, without cooperation from their side, there is little that can be achieved.

Since the casino operates without a valid license and does not refer to any ADR service, there is no gaming authority to turn to.

I will now close the complaint as unresolved.

I understand this isn't a satisfactory solution to your issue. However, the decrease in the casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond, we will reopen the complaint and you will be notified by email.

I recommend choosing casinos based on their reviews and ratings in the future to avoid situations like this.

I am sorry we could not be of more help on this occasion.

Best Regards,

Igor