HomeComplaintsDomGame Casino - Player is unable to withdraw winnings.

DomGame Casino - Player is unable to withdraw winnings.

Amount: €100

DomGame Casino
Safety Index:High
Submitted: 31 Aug 2024 | Case closed : 18 Sep 2024
Case closed Our verdict

Other

REJECTED

Case summary

2 months ago

The player from Portugal had completed the wagering requirements for a bonus but could not withdraw his winnings of 117€. He asserted his compliance with the casino's rules and wished to withdraw his gains. The Complaints Team explained that withdrawals were typically only permitted after making a verification deposit and completing the KYC process, which was standard practice for most casinos. Since the player had no balance or pending withdrawals, the complaint was closed.

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2 months ago

Ive completed the wager 50x with the first bonus in the account of 20 free spins and ended up with 117€


The casino doesnt show the possibility to withdraw this gains and I would really love to withdraw this gains because everything is legit.


I will send attached the screenshots comproving.filefilefile

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2 months ago

Dear Menducas,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify the situation.

Could you please send me the screenshot of the withdrawal section in your profile to check what payment methods are available for you?

Have you made any successful deposits and withdrawals from this casino before?

Have you passed the full KYC 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

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2 months ago
Translation

I haven't made any withdrawals yet.

I'm waiting for them to accept the verification documentation. Let's wait.

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2 months ago



Ive sent the documents to verification but they arent answering.

Ive never made withdraws in this casino and i was able to make 117€ with the register bonus.

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2 months ago



So now they are saying that verification is only possibke after making a deposit...

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2 months ago

Could you please confirm if you made any deposits to the casino?

Also, could you send me the screenshot, promotional email, or the link of the bonus you used?

Was it a free bonus? Did you only receive 20 free spins as your bonus?

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2 months ago

Dear Menducas,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

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2 months ago
Translation

I've now used up the balance in my account and I'm down to 0


I hadn't made any deposits at the casino yet


It was the registration bonus

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2 months ago

Do I understand correctly that you currently have no pending withdrawal requests in your casino profile and that your balance is zero?

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2 months ago
Translation

Now the balance is 0.


But at the time they wouldn't let me withdraw the 117 euros I had. I think this is a bit unfair, but that's the way it is.

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2 months ago

I'm sorry to hear that you lost your balance while playing. Please keep in mind that when you play with a no-deposit bonus, especially one received upon opening a new account, withdrawals are typically only allowed after you make a verification deposit and successfully complete the KYC (Know Your Customer) process to verify your identity. This is standard procedure in most casinos to ensure that all account details and payment methods are legitimate before processing any withdrawals.

Since you currently have no balance or pending withdrawals in your account, this complaint will be closed. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

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