The player from Germany had successfully wagered his bonus at Drip Casino, having followed all rules and guidelines, and attempted to withdraw €800 from his winnings. However, his withdrawal requests had been repeatedly canceled and he had been accused of delaying rounds. Despite having followed the troubleshooting advice given by the operator, the issue persisted. Following the intervention of the Complaints Team, the casino had ended the open bets and prepared the player's balance for payout. The player had confirmed receipt of his €800 withdrawal and expressed satisfaction, leading to the resolution of the complaint.
Drip Casino - Player's withdrawal request has been repeatedly cancelled.
Amount: €6,155
Drip Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
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1 year ago
Translation
Hello, good day dear team and everyone involved,
I signed up at Drip Casino, verified my account and made a first deposit for my first welcome bonus.
Maxbet rule: No bets exceeding €5 were adhered to, and forbidden games were not played. I check this in the Bonustherms/Terms and Conditions.
After a successful first deposit, I checked the maximum betting rules and which games were allowed and prohibited, so I played bonus games that are deposited in the casino and are only allowed and available for bonuses, RM (real money games) cannot be played with the bonus, so I played a bonus game that was available and also allowed, I won around €4700 and when I left the game I bet my credit with another game that is also allowed and can be played with bonus money, which is also a bonus game because of that Winnings are part of my bonus money and are not real money. That was clear to me! When I did this I bet and wagered the required turnover, when I wagered part of the balance during the night, I wagered the remaining part the next day
to meet the required wagering requirement.
After successfully converting the credit, I brought a sum of €6155 to the cash register and made a request for around €800!
This was rejected when I saw it 2 days later, I made a new request in the same amount, this was immediately canceled again after a few minutes!
I went to the operator/agent and asked what the problem was:
He accused me of a DELAY IN THE RUNE and that I had made MISSIONS and they were NOT COMPLETED.
He recommends that I log out, clear cookies and cache, then re-enter the casino and enter the game I was using (name XY) and end the missing money or the round there.!
I followed the instructions and did exactly that, when I went into the game no bet was made on my part, credit was not refunded by the game and the round was already over, or the slot/game didn't move!
Live chat agent/operator reported it to technical support! I have to wait for an answer now! Screenshots are present of verification (KYC) approved, deposit history and recent play history. Withdrawals were repeatedly canceled.
When I opened Casinoguru and checked for ongoing complaints regarding this casino, I discovered that I am not the only one and that 2 other people have the exact same problem, we are specifically accused of delaying rounds and or placing bets and not to have this completed.
It is the first payout request in this (Casino-Drip), at the sister casinos of this company the payout requests always worked without any problems because I am familiar with the rules and know the bonus system is the same and works 1 to 1 in the same way as at the sister casinos !!
I ask for help and a solution to the problem
Send me an email so I can send the documents to you. I would like to thank you for your willingness to help and wish everyone involved a good day.
Best regards
Thomas
Automatic translation:
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1 year ago
Dear thomash95,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Drip Casino.
Please allow me to ask you a few questions, so I can better understand the situation.
Could you please forward the communication between you and the casino to my email at tomas@casino.guru? Please include every communication where the casino made an accusation against you.
Could you please list which games you have been playing in the casino?
Do I understand correctly that you only made a single deposit in the casino (and claimed a welcome bonus)?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
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1 year ago
Translation
Email is out and has been sent to you.!
Games were sent to you, as a screenshot,
That's right, that was my first deposit in this casino, my first welcome bonus (first deposite bonus).
best regards Thomas
Edited
Automatic translation:
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1 year ago
Translation
Hello dear team and everyone concerned and employees,
I would like to inform you that I have now received the email, that open bets have now been ended and the balance is ready to be paid out. I have requested the first payout of €800 and it has already been transferred immediately and is already on the account E-wallet
I would like to withdraw my complaint and now thank everyone involved because the problem was resolved so quickly within the first day.
Thanks for everything and I wish everyone involved a good day,
Best regards
Thomas
Automatic translation:
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1 year ago
Dear thomash95,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Tomas
Casino.Guru
