The player from Germany is facing issues with withdrawing funds after making a €50 deposit and using a 300% welcome bonus. Despite adhering to bonus guidelines, his payout of €1500 was canceled, and €1250 was deducted from his account, leaving him unable to withdraw the remaining €250.
Volerbet Casino - Player's withdrawal has been refused.
Opened
Current status
Waiting for player to reply
6d 23h 45m 7s
Volerbet Casino
Safety Index 7.7 Above averageCase summary
Discussion
Public
Public
16 hours ago
Translation
Hello
My payment is being refused without any specific reason.
I made a deposit of €50 and used the 300% welcome bonus.
I strictly adhered to the bonus guidelines, did not play with stakes exceeding €5, and fulfilled the bonus requirements.
Because of this bonus, I was only allowed to withdraw 5 times my stake.
Since I wasn't sure, I paid out €1500.
They cancelled the payment and deducted €1250 from my account.
And now they refuse to pay me the remaining €250.
I am asking for help so that I can get my payout and perhaps also bring down this fraudulent casino.
Automatic translation:
Public
Public
15 minutes ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
Public
Public
15 minutes ago
Hello,
Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.
- Which games did you play while your bonus was active?
- The screenshot you attached to your complaint shows that the casino is refusing to pay out even the €250 balance due to an alleged breach of its Terms and Conditions. Have you contacted the casino's customer support to ask which specific rules you allegedly breached?
- Have you made any successful withdrawals from this casino before?
- Am I correct in understanding that your winnings were accumulated using the third deposit bonus?
- Have you successfully completed the full KYC verification process, or have you at least submitted any identity documents to the casino for verification?
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
