Impressario Casino - Player's withdrawal is delayed due to balance reduction.

I deposited $100, received $100 bonus, after completing the wagering requirements, my balance was reduced to $300 from $1650 automatically by the system, after submitting a withdrawal request my balance was reduced again to $200, I believe this is unfair, the casino states that the max winnings from a bonus is $300 but the max withdrawable amount is $200, I am rasing this dispute because I believe the casino is misunderstanding their own terms and conditions and I should be able to withdraw my balance of $300.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Impressario Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Have you completed account verification in the casino recently or in the past?
• How did you learn about the maximum withdrawable amount? Was the rule communicated to you via chat or email?
• Could you please share with me your communication with the casino regarding the issue, or any other supporting evidence of the incident? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

I have completed account verification. I learnt about the maximum withdrawable amount from the bonus terms here: https://impressariocasino.com/en/promotions/depositbonus-wagersaw, it said "Maximum winnings" before and not "Maximum withdrawable", the casino must have edited this since. I will forward you the corresponding emails.

I checked the promotion, and the rules are the following:

Maximum withdrawable amount from the promotion: EUR 200 (or the equivalent in any other currency).

• Have you accepted this or a similar bonus in the casino previously?
• Is there any evidence that the rules of the bonus were changed after you activated it?

Please let me know.

Yes, I've accepted this bonus before. I don't have any proof that the casino altered the terms but I hope they will admit it.

Thanks for your reply.

Please note that in cases where bonus terms and conditions are changed after the bonus was accepted, we would require evidence of this happening.

If you know of instances where you accepted the same bonus and the withdrawal amount was different, kindly provide an example supported by evidence.

Looking forward to your reply.

My email is tomas@casino.guru

There was an instance where the terms of the bonus allowed me to withdraw five times my deposited amount, for the same bonus, as shown in this screenshot:

Dear bim900129

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, Michal (michal.k@casino.guru). 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

Hello bim900129,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and I will contact the casino to shed more light on this matter and to see if I can help somehow.

We would like to invite Impressario Casino to join the conversation.

Dear Impressario Casino,

Could you please provide clarification regarding the situation? Additionally, could you confirm whether the maximum withdrawable amount from the promotion "WAGER SAWING" has consistently been EUR 200 (or its equivalent in other currencies), or if there have been any recent changes? The player has indicated that they were able to withdraw significantly more for the same bonus play.

Should there be any factors affecting this situation that cannot be shared publicly, please forward them to me at michal.k@casino.guru

Dear Casino Guru,

Impressario Casino never changes its Terms & Conditions overnight; it’s simply not who we are. Transparency and fairness are core to our values.

The withdrawable amount for this promotion has always been USD 200. You can also see this in the attached document: it’s a screenshot of the exact email we’ve been sending to players, dated seven months ago. Throughout this entire period, the withdrawable limit has remai

The x5 amount shown in one of the player’s screenshots relates to a different bonus and not to this specific promotion.

Thank you very much for your understanding. If there’s anything else we can clarify, we’re here to help.

The Impressario Casino Team

Dear Impressario Casino Team,

Thank you for your response and the clarification.

Dear bim900129,

Could you please let me know if the situation has now been clarified for you?

The casino still hasn't made it clear to me why my balance was dropped to $300 after I completed my wagering and then dropped again to $200 after checking my withdrawal, it makes no sense.

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.

Dear CasinoGuru, 

Please see our response below:

1. The player writes: "There was an instance where the terms of the bonus allowed me to withdraw five times my deposited amount, for the same bonus, as shown in this screenshot".

Our Payment Team replies: This is incorrect. The withdrawal approved on the 23rd of September for USD 1000 was not for the "same bonus" (the "Wager Sawing"), but for the Welcome bonus of 100% up to USD 1000.

2. The player writes: "The casino still hasn't made it clear to me why my balance was dropped to $300 after I completed my wagering and then dropped again to $200 after checking my withdrawal, it makes no sense."

Our Payment Team replies: The player deposited USD 100 and received bonus ID 4412175, 100% MATCH BONUS OF UP TO USD 200 WITH WAGER 15X. Big winnings were made in the round relax.30764770279 - USD 1249.8 while bonus 4412175 was still active. Once the bonus was completed, it was automatically adjusted by the system to USD 300. Mind you, the bonus should have been adjusted to USD200, but for an error in the bonus configuration, which was fixed almost immediately. 

That the Wager Saw bonus has a maximum cashout of USD 200 is evident from our previous reply. 

Thank you,

The Impressario Casino Team

Thank you for the clarification, Impressario Casino Team.

Dear bim900129,

I believe the explanation from the Impressario team is quite clear. The maximum cashout from the "WAGER SAWING" was and still is EUR 200 (or its equivalent in other currencies), and the casino team adjusted your excessive winnings to this limit in accordance with the rules to which you agreed when you claimed the bonus.

Please let me know if I can regard this case as clarified/addressed or if you need assistance with anything else.

Dear bim900129,

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.

As the situation appears to have been sufficiently clarified and the casino team handled the matter appropriately, and since we have not received any confirmation from you or a request for additional assistance, we will respectfully proceed with closing this case as rejected.

I recommend dedicating additional time to thoroughly reviewing and understanding the bonus rules, as well as contacting the casino's support team to clarify any ambiguous details. This proactive approach might significantly help minimise any potential misunderstandings in the future.

Should you face any challenges with this or any other casino down the line, please do not hesitate to get in touch with us. We are here to assist you.

Best Regards,

Michal

Casino Guru