Oliver Casino - Player claims that payment has been delayed.

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Dear jone1969,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Thank you for your detailed explanation and the additional evidence provided. I understand that your complaint concerns the confiscation of €10,000 in winnings due to an alleged violation of the €5 maximum bet rule on your second deposit bonus, rather than a withdrawal delay. I apologize for the misunderstanding.

We understand your concerns about the casino accepting bets above the permitted limit without displaying a warning or preventing them. To investigate the circumstances fairly, I would appreciate your clarification on the following:

• Could you please confirm whether your account is fully verified?
• Since this involves the second deposit bonus, could you please clarify what your starting balance was before the bonus was activated and the exact balance after you completed the wagering requirement?
• You mentioned that the €6,000 wagering requirement had been completed before your €8,500 win. Could you please provide a screenshot of your bonus history showing the bonus status and completion details?
• You acknowledged that 121 transactions exceeded the maximum permitted bet. Please forward the gameplay CSV to jean.s@gmail.com.
• Could you please confirm whether the entire €10,000 was removed from your casino balance? Was your original deposit returned, or was that also confiscated?

Your answers will help us assess the circumstances before proceeding with the casino.

Dear jone1969,

Thank you for your patience and for providing such detailed information and supporting evidence. I understand how disappointing it must be to lose €10,000 in winnings, especially when the casino allowed you to place bets exceeding the maximum limit without displaying any warnings.

At Casino Guru, we recommend that casinos implement system-based restrictions to prevent players from accidentally exceeding maximum bet limits while playing with bonuses. However, we cannot automatically hold a casino responsible for not having such protection in place.

Maximum bet limits are a standard practice in the online casino industry when bonuses are involved. Players are expected to familiarize themselves with the bonus terms and conditions and follow them.

After reviewing your betting history, we can see that you placed 121 bets exceeding the permitted €5 limit while playing with your second deposit bonus. Although your €8,500 winning bet was only €4 and occurred after the wagering requirement had been completed, the winnings were generated from the balance accumulated during the same bonus-related gameplay.

Unfortunately, completing the wagering requirement does not cancel out previous violations of the bonus terms. If the winnings accumulated during bonus wagering are invalidated due to a maximum bet violation, subsequent winnings generated from those funds are also considered invalid.

For these reasons, we are unable to support your request for the reinstatement of the €10,000, and we must close your complaint as rejected.

If you disagree with our assessment, you may forward your complaint to the Tobique Gaming Commission (TGC) for an independent review. As the casino's licensing authority, they may be able to examine your case and provide their own assessment.

I understand this is not the outcome you were hoping for, but I hope our explanation helps clarify why the casino's decision can be considered justified.

Thank you for your understanding.

Best regards,

Jean