The player from Germany faced withdrawal refusal from Drip Casino despite having fulfilled all bonus conditions and received written confirmation from support that he could withdraw his winnings without a deposit. Support then required a deposit and additional wagering, contrary to the stated terms, leading to concerns over fairness and potential intimidation regarding filing a complaint. The issue was resolved after the player confirmed that he had not used any no-deposit bonuses and had not deposited at Drip Casino. The complaint was marked as resolved, and the player was encouraged to reach out for future assistance if needed.
Drip Casino - Player's withdrawal is unjustly refused.
Resolved
Our verdict
Case closed
Amount: €264
Drip Casino
Safety Index:HighCase summary
Discussion
Public
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6 months ago
Translation
Subject: Withdrawal refused despite fulfilling bonus conditions and written confirmation from support
Dear CasinoGuru Team,
I used a no-deposit bonus of 50 free spins at the online casino Dripcasino222.com (operated by Galaktika NV). This resulted in a profit of €26.40.
According to the casino's terms and conditions (section 10.2.7), the maximum withdrawal amount for a no deposit bonus is 10 times the original winnings. In my case, that would be €264. I have met the 45x wagering requirement, my account is verified, and I have not used any other bonuses or violated any rules.
Before withdrawing, I explicitly asked live chat support whether I could withdraw my winnings without making a deposit. The answer was clear and documented in writing:
"The winnings can be paid out without a deposit."
(Screenshot attached.)
Nevertheless, my withdrawal was repeatedly canceled. Support now requires me to first deposit €264 and wager it three times before I can receive a withdrawal. However, this is neither stated in the terms and conditions nor was it communicated when the bonus was awarded.
When I mentioned in the chat that I would file a complaint if my withdrawal was denied, support told me that such statements could lead to my account being blocked. In my opinion, this is a clear attempt at intimidation and extremely dubious.
I already reported this incident to support via email. The only response was:
"Hami, the deposit and wagering requirements were requested at the discretion of the administration, in accordance with our website's rules."
This shows that the casino is not refusing the payout based on an objective rule, but rather on an incomprehensible discretionary clause that is neither transparent nor fair.
I ask for your support in this case and for a review.
I request the payout of the correct, permissible winnings of €264 (10x the original winnings, less bonuses), as stipulated in the Terms and Conditions and the Support Agreement.
Evidence attached:
Screenshot of the support chat with withdrawal promise without deposit
Extract from the General Terms and Conditions (10.2.7)
Screenshot of the support response
Thank you for your support.
Best regards
Hami Ü****
Edited by a Casino Guru admin
Automatic translation:
Public
Public
6 months ago
Dear Ohhbrr,
Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. I have checked the Terms and Conditions, and this is what I found:
10.7 Liability for bonus abuse
(...)
In case of a repeated use of no deposit cumulative bonuses on the Company’s sites (GALAKTIKA N.V., Carrer N.V.) without making a cash deposit in the interval between using bonuses, the Casino reserves the right to ask the user to make a deposit equal to the wagered bonus funds on their balance at the time the withdrawal request is submitted (not less than 10 €), and ask to wager the deposit three times. If the user refuses to make a deposit, all received no deposit cumulative bonuses and all related winnings shall be deemed void.
Have you used any no-deposit bonuses at other casinos belonging to GALAKTIKA N.V. or Carrer N.V.?
Have you used any no-deposit bonuses at Drip Casino before activating the 50 free spins that brought you your most recent winnings?
When was the last time you deposited money into Drip Casino?
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
Public
Public
6 months ago
Translation
Dear CasinoGuru Team,
No, I have not used any no deposit bonuses at other GALAKTIKA NV or Carrer NV casinos.
I haven't made a deposit at DripCasino yet, and I haven't used any no-deposit bonuses before either.
Best regards
Hami Ü****
Edited by a Casino Guru admin
Automatic translation:
Public
Public
5 months ago
Please send me a screenshot of your entire bonus history at Drip Casino.
Also, please specify if you have an account in any other casinos operated by GALAKTIKA or Carrer N.V.
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5 months ago
Dear Ohhbrr,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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5 months ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear Ohhbrr,
We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.
As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.
Thank you in advance for your time and feedback.
Best regards,
Veronika
