Casino Astral - Player’s winnings have been reduced.

SALVE HO GIOCATO PIU' DI 1550 EURO IN 10 GIORNI, HO VINTO CON UN CASHBACK, 800 EURO MA IL CASINO' ME NE ACCORDA 250 E ANCORA I SOLDI SONO SOSPESI ADESSO AVREI VINTO ALTRI SOLDI E MI DICONO CHE NON POSSO ANNULLARE PRELIEVO IN SOSPESO PER FARNE UNO PIU' ALTO MA COME E' POSSIBILE? CREDO SIA UN CASINO' TRUFFA AIUTATEMI PER FAVORE

Dear Rosella,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

I have checked the general bonus terms and conditions, and this is what I found https://www.casinoastral.com/bonus-terms-conditions/?isPopup=true&lang=en#:

"The maximum withdrawal allowed in the event of a cashback win (received once the balance is less than 1.00 EUR) is 3x (3 times) the cashback amount (special conditions and customizable for VIP status). The amount of the cash offered is deducted upon withdrawal."

I would like to emphasize, that according to our Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#win-limits, we consider imposed win limit to be unfair and predator, only when it’s applied to a real money game, however, we accept bonus T&Cs that restrict the maximum cash out from a bonus play.

Do I understand correctly that your winnings have been accumulated from a cashback bonus entirely? Could you please advise how much was the rewarded cashback bonus?

Thank you in advance for your reply and I hope we will be able to help you as soon as possible.

Best regards,

Petronela

caso risolto il mio prelievo e andato a buon fine grazie

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Rosella, for your confirmation, and please don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Petronela

Casino.Guru