Slot Mafia Casino - Player’s withdrawal request has been declined.

I deposited $50 and received a 250% bonus and 150 free spins, both have no maximum cashout. I lost the bonus funds and then fully wagered the free spins with $683 remaining. I tried to do a withdrawal and they instantly canceled it saying that

"Your cash-out request of 683 CAD was canceled.

We have to inform you that your last withdrawal was declined.

We have to remind you that all deposits without bonuses (or if a bonus was canceled) should be played at least x1 time before withdrawal. Thank you for understanding!"

i contacted support explaining that, I did have a bonus and I fully wagered it, they told me to resubmit my withdrawal so I did. An hour later they canceled it again this time with just an email saying "your withdrawal is canceled." I contacted support again and they just kept repeating over and over again that my withdrawal is canceled because I never played the deposit funds, the same reason as the first email I received even though I explained the situation and sent screenshots showing my deposit and that I wagered the bonus. This casino withheld funds from my in February, eventually sent me an email apologizing and gave me money back and asked me to please give them another chance only for this to happen again. I want my withdrawal and it seems like the only way to get it is to post a complaint which is crazy to me.

Dear Kegsey,

Thank you very much for submitting your complaint.

I’m sorry to hear about your problem with the withdrawal process at the casino. To better understand your situation and assist you more effectively, I would like to ask you a few clarifying questions:

• Can you please confirm if you have played through your deposit funds at least once before attempting the withdrawal?
• Did the casino provide you with any specific terms regarding the wagering requirements for the bonus and deposit?
• Can you see any progression bar in your casino profile showing how much of your balance has been fully wagered?
• Have you experienced any similar issues with this casino in the past, aside from the incident you mentioned from February?

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

Yes I wagered the entire free spins bonus which over $800. The casino just keeps repeating that I have to do the play through requirement and keeps canceling my withdrawal. I sent screenshots showing that I finished the wagering, did they not go through? Clearly I finished the playthrough of my $50 deposit if I fully wagered the bonus with that money.

Issue resolved

Dear Kegsey,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Veronika Fritz

Casino.Guru