Drake Casino - Player is unable to convert her bonus money to real money.

Habe 40 Freespins für Neukunden erhalten und bei einem Spiel 190,00 € gewonnen. Der Betrag erscheint nicht auf meinem Konto. Der Gewinn wurde kurz angezeigt mit dem Hinweis, falls es nicht auf dem Konto verbucht ist soll man sich an das Casino wenden. Habe mehrere E-Mails geschickt, diese kamen alle mit unzustellbar zurück.

Dear Betty,

Thank you for contacting Casino Guru and letting us help you. I looked at the picture you sent to us and it actually states that, if the funds are not credited, you should visit the "Cashier". Have you opened and checked the "Cashier" in your player’s account?

Best regards,

Peter

Ja, habe die Kasse an mehren Tagen geprüf. Immer 0,00€.  Es ist ja aus einem Bonus entstanden, den ich umsetzen muss. Aber nirgends ist die Summe zu

finden. Und es gab ja extra den Hinweis, sich an die Kasse zu wenden. Alle angebenen Kontaktdaten kamen mit Fehler beim senden zurück! 

I see, thank you Betty. I will contact the casino and we'll see how they react.

Hi Betty,

This sounds like you accepted our "Play now deposit later" Free Spin promotion.  This a free spin promotion that lets you play your spins first and then if you win an amount that you are happy with, you can then choose if you want to make a deposit to redeem you winnings.  

This is explained before you click the accept button when redeeming the free spins.  The following text should have been shown:
 

"Although the spins are free, you will have to make a deposit of $50 or more if you wish to redeem your winnings. Please note that some games are restricted when accepting a bonus. See the bonus terms & conditions for details."
 

I hope this helps.  If you have any additional questions please reach out to us via support@drakecasino.eu.  Our customer service department will be able to answer any question you may have.

Cheers,

Kyle

Thank you Kyle for the reply. Betty, please try to make a deposit and let me know if it worked.

Hi Betty,

Can we consider the case closed? Have you managed to redeem your winnings?

Eine Einzahlung ist mir zu unsicher. Leider konnte es nicht abschließend geklärt werden. Nirgends wird angegeben, wie hoch der Bonuswert ist. Unabhängig von den Bedingungen, dass man eine Einzahlung tätigen muss, um das Guthaben zu erhalten, muss man doch das Bonusguthaben ersehen können, bevor man eine Einzahlung macht. Ist doch bei anderen Anbietern auch möglich. Da sieht man immer Bonusguthaben und reales Auszahlungsguthaben.  Für mich nicht sehr seriös.  
Danke für Ihre Bemühungen 

Hi Betty, 

You can always ask live support how much bonus money you can convert to real money when you make a deposit and ask what the minimum deposit is. I think this is the easiest part, since you already won. Let me know if it worked.   

Hallo, bei diesem Casino gibt es keinen Live-Support. 

I see, but there is email support that should be able to help you (see picture). 

Hi Betty,

Has your issue been resolved?

Hi Betty, 

Has there been any news?

Keine Neuigkeiten. Habe ehrlich gesagt aufgegeben 🙅🏼‍♀️Mit Nachfragen. Danke für die Hilfe! Das ist top!

I would like to give this complaint last chance to get resolved. Could please the representative of the Drake Casino write here how much exactly Betty has in bonus money (if not expired already) and what exactly she has to do to receive the money, so that we avoid any misunderstandings. Thank you.

Hi Betty,

At Drake, we do not have a bonus balance that is separate from your cash balance like many casinos have.  For this reason many of our Free Spin Promos are offered as "Play now, Deposit Later" promotions.  What this means is that you can play your spins first and then if you are satisfied with the amount that you have won, you can deposit to claim your winnings.  That is why when you finished playing, you were instructed to go to the cashier.  The winnings are in pending status for at least 1 week after you played the spins.  This is meant to give you enough time to decide if you want to deposit for the winnings.  

This is communicate as clearly as possible when you accept the promo (see attached photo).

On Mobile, if you want to see your redeemable winnings, this can be seen by clicking on "Balances," on desktop, go to, Cashier --> Balances/Points/Promos --> look under "My Available Promotions."

This may or may not still be available to you depending on when exactly you accepted the Free Spins because these are usually available  for one week after completing the Free Spins.

If you need anything else.  Please let us know or reach out support@drakecasino.eu.

Cheers,

Kyle

Thank you Kyle for the explanation. Betty, I'm afraid it is too late now to make a deposit to redeem your winnings. I can only recommend you to always read the Bonus T&Cs properly before you start playing with a bonus. I wish you good luck and don’t hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards,

Peter