Cristal Poker Casino - Player's withdrawal is delayed and canceled.

Hallo,

ich habe im Cristalpoker Casino alle 3 Willkommensbonis gespielt.

Mit dem ersten Willkommensbonus habe ich 500 € einbezahlt und konnte keinen Gewinn erzielen.

Mit dem zweiten Willkommensbonus habe ich 200 € eingezahlt und 478 € gewonnen und zur Auszahlung beantragt.

Mit dem dritten Willkommensbonus habe ich 500 € eingezahlt und

1988 € gewonnen und ebenfalls zur Auszahlung beantragt.

https://www.cristalpoker12.com/de/promotions/first-deposit-bonus

https://www.cristalpoker12.com/de/promotions/second-deposit-bonus

https://www.cristalpoker12.com/de/promotions/third-deposit-bonus

Meine Auszahlungen wurden storniert und wieder zurück auf mein Casino Konto gebucht mit der Begründung, dass die Einzahlung 10x umgesetzt werden muss obwohl alle 3 Willkommensbonis als Wager-Free bezeichnet werden.

Das Casino teilte mir mit, dass ich noch 7277.83 € umzusetzen habe, bevor ich erneut eine Auszahlung beantragen kann.

Ich habe dann mit Poseidon Extreme (Spinmatic) den Betrag umgesetzt und erneut eine Auszahlung beantragt.

Die Auszahlung wurde dann erneut abgebrochen und zurück auf mein Casino-Konto gebucht. Mit der Begründung, dass das Spiel eine niedrige Volatilität habe.

Das Spiel kann bis zu 1000x Einsatz zahlen und ich denke, das Spiel hat eine mittlere Volatilität.

Ich sehe nicht ein, nochmals 7277.83 € umzusetzen, da ich ein Spiel auf mittlerer Volatilität gespielt habe.

Ich hoffe Sie können mir Helfen diesen Fall zu klären und mein Geld zu erhalten.

Viele Grüße

Ramona

Dear Sushi90,

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.

Could you please clarify whether the casino informed you before wagering that Poseidon Extreme and BARs&7s are considered low-volatility games?

Is there any information on the casino website which specifies which games are considered low-volatility, and which are medium-volatility?

What was the amount you won after you finished wagering your balance for the second time?

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

Hallo,

das Casino hat vor meinem Wetteinsatz nicht klargestellt, dass die beiden Spiele eine geringe Volatilität haben.

Nein es gibt keine Informationen auf der Casino-Website welche Spiele eine geringe oder eine mittlere Volatilität haben.

Nachdem ich mein Guthaben zum zweiten mal eingesetzt habe, ist mein Guthaben bei 2521 €.

Alle 3 Willkommensbonis werden als Wager-Free beworben und ich musste insgesamt 12.000 € einsetzen, bevor ich nochmal eine Auszahlung beantragen konnte. Das heißt ich habe meine gesamten Einzahlungen von 1200 € 10x eingesetzt, obwohl der Bonus angeblich Wager-Free sein soll.

Ich hoffe sie können mir weiterhelfen.

Thank you very much, Sushi90, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Sushi90,

I'm Michal, and I have taken over your complaint. I have reviewed your case, and I find the casino team's handling of it somewhat unusual. While we recognise that the bonuses you have claimed should not have a wagering requirement, but a certain wagering/rollover requirement for the deposits is an industry standard requirement. On the other hand, the games that shouldn't be played for this purpose should be restricted at the software level and clearly outlined in the terms and conditions, as well as the information of each game's volatility should be available in the game description itself so that the players are informed about this.

I will contact the casino to shed more light on this matter and to see how I can help.

We would like to invite Cristal Poker Casino to join the conversation.

Dear Cristal Poker Casino,

While we understand that a certain wagering/rollover requirement for deposits is an industry standard and it complies with the Anti Money Laundering (AML) protocols, but if certain games are not supposed to be played for this fulfilment these games should be made inaccessible for the player, furthermore, I have checked a few games, but in none of the games is the volatility of the game shown. How do you expect the players to know which games have which volatility when you don't provide such information? Additionally, I would like to understand why you have placed quite a big wagering/rollover requirement of 10x the player's deposits. This seems to be significantly higher than the 5x requirement as mentioned in rule 10.6, and I'm interested in understanding the rationale behind this calculation as it doesn't seem to be fair at the moment.

I'm looking forward to your clarification on this matter.

Hello dear customer and Michal,

The point 10.6 of our T&C it says: 

"We reserve the right to apply a wagering requirement of at least 5 (five) times the deposit amount at our sole discretion as per AML policy.

As the security team has the customer on a "bonus hunter list" - they applied a x10 wagering requirement.

The second restriction was applied also after the security team had minutiously checked each bet of the customer, BUT we agree that for this precise case, the security team decision was unfair and too severe. 

We will fix this issue with the security team internally and we will take this opportunity to apologize to our customer for the inconveniences created.

Her deposits are considered wagered and she can withdraw the balance whenever she prefers.

Once again we want to present our apologies for the confusion created and we will take internal measures in order to avoid this kind of issues in the future.

Hallo,

vielen Dank für die Hilfe. Ich habe die 2521 € komplett zur Auszahlung beantragt.

Viele grüße

Dear customer,

As far as we can see, your withdrawal request has been processed.

Hallo, vielen Dank. Es wurde alles ausbezahlt.

Great news, Sushi90. We're glad that our intervention helped to address the situation, and you received the funds. We'll go ahead and mark the complaint as 'resolved' in our system. I would like to thank the casino team for their fair approach in reconsidering the situation and their cooperation. 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 Centre. 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 Rate 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,

Michal

Casino.Guru