Mania Casino - Player's withdrawal is delayed.

I won money after wagering a £20 bonus after depositing my own funds. The casino said I had wagered and I had winnings of approximately £500. I withdrew 500 and it took so long that the withdrawl expired. Then on the 22nd of June I submitted a withdrawl request of £480 thinking that maybe if if was under 500 it may be easier to withdraw. I have been waiting since then but keep on getting the same message of workloads. I am kyc verified.

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Dear Bubbie74,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions so I can fully understand the situation.

• Have you made any successful withdrawals before?
• What payment method did you use for the withdrawal? Is it the same method for your deposits?
• Have you contacted customer support for the cancellation of your previous withdrawal and the progress of your current one? Please post screenshots for any relevant communication.

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

Best regards,

Jean

There is no history of payment methods on the website and as it was so far back I can’t remember…it may have been debit or credit card. I have never received a withdrawl from them before.i have contacted customer services countless times and always get the same message.

Dear Bubbie74,

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, Munya, (munya.s@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,

Jean

Dear Bubbie74

I am sorry to hear about the issue you are experiencing with the casino. I appreciate you bringing this matter to our attention.

I will contact the casino on your behalf and do my best to facilitate a fair and timely resolution. If any additional information or documentation is required during my assessment, I will let you know.

At this point, I would like to invite a representative from Mania Casino to join this discussion and provide their comments regarding the matter.

Dear Mania Casino,

Could you please review the player's complaint and share your comments on the issues raised? If applicable, kindly include any relevant information or evidence that may assist in clarifying the circumstances of this case.

Thank you in advance for your cooperation. I look forward to your response.

I logged into my account and they have cancelled my withdrawl and I have £50 in my account now

I have also received an email from them

Hello Hanna,

I hope this email reaches you well.

We are sending you this email in regards to your withdrawal request. Sadly your withdrawal has been rejected and your winnings have been confiscated. We are terribly sorry for this.

The reasoning behind the confiscation of your winnings is that you’ve breached our terms of service in regards to point "7.6. Gaming with active bonuses is restricted in the next slots". You've played the game "Sweet Bonanza" with bonus balance. You have surpassed this one or more times whilst wagering your bonus.

We are terribly sorry for any inconvenience this may cause you.

Please note that your initial deposit amount has been re-added to your casino account.

Thanks for your patience and for understanding.

Bubbie74

Thank you for providing the update. I took the time to review the casino's terms, and I can confirm that I found the provision mentioned on their website. Could you please let me know if you played the game Sweet Bonanza as alleged? Your clarification would be greatly appreciated.

I most likely did, I’ll close the case but thank you for your help

Bubbie74

We’ve closed this complaint in accordance with your last message.

Please remember that you are always welcome to reach out to us again in the future. If you encounter any issues with this or any other casino, whether related to withdrawals, verification, account access or anything else, our team is ready to assist.

Regards,

Munya

Casino Guru