The player from Germany is having difficulties withdrawing his winnings. He played with multiple bonuses in a row and when he won his winnings were capped at the maximum pay-out from the first bonus. Then he found out he has to make a deposit using EcoPayz in order to be able to withdraw with this payment method.
Extra Vegas Casino - Player’s struggling to withdraw his winnings.
Amount: €549
Extra Vegas Casino
Safety Index:Above averageSafety Index
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
4 years ago
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4 years ago
Translation
Hello everybody,
I registered at Extra Vegas Casino on April 9th, 2020 because they advertised with 70 free spins without deposit and I wanted to use this opportunity to try out the casino. I then played the money out of the free spins down to 6 cents. I did not manage to meet the bonus conditions. So there was still an open turnover.
The bonus terms include:
"1.1.6. The registration free spins expire 7 days after they have been granted. This means that within 7 days a player must gamble away the free spins and fulfill the wagering requirements of the resulting winnings (if any), otherwise the free spins or the Profits from said free spins. "
I then did not visit the site until April 25, 2020. The bonus should expire and the 6 cents should be deleted from my account. However, this did not take place. On April 25, 2020, I deposited 15 euros on the site and received a 200% welcome bonus (for which there are no payment restrictions according to the terms and conditions).
I then managed to meet the wagering requirements and have 549 euros in my account, which were / are shown to me as "payable".
I then contacted the customer chat to find out which documents would be required for a payment in my case. After I verified myself on the site, I then made a payment request via bank transfer. This was canceled after a waiting period of 7 days and when I asked in live chat, I received the answer that I could only pay out a maximum of 100 euros, since my winnings come from the registration free rounds. I would definitely be entitled to 100 euros within the normal processing time.
According to the general terms and conditions of the site, this cannot be the case since the profits from the registration free rounds expire after 7 days if the sales conditions have not been met.
I then wrote a long email to customer service on May 2, 2020 explaining the situation. To this day I have not received a response.
I then opened an Ecopayz account to get at least part of the money (minimum payment by bank transfer is € 500, hence the change) and initiated the payment again. Now I looked into my Extra Vegas account and found that this payout was canceled without giving me a reason. When I asked in the live chat, the employee said to me that I had to deposit something again in order to be able to withdraw because my last deposit was too long (more than 5 days ago) ...
So not only that my withdrawals have been canceled for 3 weeks without justification, I should now transfer the casino even more money in the hope that at some point (and maybe only in part) it will be paid out ...
Automatic translation:
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4 years ago
Dear Finn,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. So, you accumulated your winning with the second - deposit bonus, but your winnings were capped at €100 due to unfinished wagering requirements from the first – no deposit bonus. Do I understand it correctly, please?
Regarding the required deposit by Ecopayz - this is for security reasons and it is nothing unusual. Which payment method did you use to deposit?
Thank you very much in advance for your reply.
Best regards,
Kristina
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4 years ago
Translation
Hello Kristina,
thanks for the feedback and yes it was explained to me by the live chat of the site.
I can only pay out 100 euros because the profits would come from the registration rounds.
Although 549.31 are displayed as payable in the account and the profits from the registration rounds should have expired after 7 days. So chronologically:
9.4.2020 Registration and use of the free spins. In the end, € 0.06 remained without the sales requirements being met. According to the general terms and conditions of the site, these should have expired after 7 days.
25.4.2020 deposit 15 euros by credit card and 200% bonus.
26.4. € 547.06 Realmoney credit, KYC confirmation and I request payment of € 547 by bank transfer. I also asked Live Chat if everything was okay with my payment. They confirmed it to me, but said that the final exam would only take place in 5 working days.
04/28/2020 My credit is suddenly credited to € 2.25 and I have € 2.31 instead of € 0.06 on my account.
The payment is pending at the time.
02.05. My payment will be canceled. When I asked, I was informed that my credit balance was from the registration free rounds and I was therefore only allowed to pay out 100 euros.
I then write a complaint email to the casino, to which I have received no response to date.
I am also initially initiating a payment of € 100 via Ecopayz (where I was allowed to register for it) in order to at least be able to access part of the profit.
05/11/2020 My € 100 payment via Ecopayz will be canceled. When I asked, I was told that in order to be able to pay out the € 100, I would first have to make a deposit again, since it was a requirement that a deposit had been made in the last 5 days so that I could pay out ...
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4 years ago
Translation
Maybe there is some software error on the side. In any case, I did not understand that I was suddenly credited with € 2.25 on April 28, 2020. I last played on the site on April 26th, 2020. I can also prove this with a screenshot of the course of the game ...
An active bonus or the booking itself is not shown to me ...
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4 years ago
Thank you very much Finn for providing all the necessary information. I will now transfer your complaint to my colleague Matej who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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4 years ago
Hello Finn.
From how you describe your problem I think that these 6 cents from bonus money stayed on your account (some sort of technical error, I guess) and because of that you were got flagged automatically and this free bonus restriction applied to you. (by error) I want to ask casino representatives to step into this case and investigate what happened.
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4 years ago
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In the meantime, I have written an email to the casino again, in which I also dealt with the complaint here. That was the day before yesterday. There was also no response from the casino. Although I was previously assured in live chat that it would take a maximum of 24 hours for my message to be answered ...
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4 years ago
We would like to ask the Extra Vegas Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.
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4 years ago
Hello,
I checked this issue with our team and here is the reply I received from our customer service department.
The account was registered on the 9th of April, and a set of free spins were credited as a Sign-up Offer. The spins were played for a win of 23.74 which was credited to the bonus balance. The player then continued to play that balance down to 0.06 during the same day. On the 16th of April, the remaining bonus balance of 0.06 expired, as per our Bonus Rules item 1.2.6. Bonus expires 7 days after granting, meaning that a player must complete the wagering requirement for the received bonus within 7 days, otherwise the bonus along with all the winnings sourced on said bonus will be forfeited.
On the 25th of April the first deposit was made while the account had a balance of 0.00. The 15 deposit came with a 200% bonus as well as a set of free spins. The free spins were activated and registered a total win of 69.76.
The player then started their play session, using the deposit and deposit bonus, as per our Bonus Rules item 2.2.2. You will play with the funds that you have deposited first and then the bonus money that has been added to your account. Unfortunately, they did not manage to complete the wagering requirement for that balance before playing it in its entirety 44 minutes later. The player then continued to play the balance originated in the set of free spins, registering a win of 499.12, 37 minutes after the deposit and deposit bonus had been played.
The player continued to play the winnings until reaching a balance of 547.06, and placed a withdrawal request of 547, with 0.06 remaining in their cash balance. On the 27th of April, the amount of 2.25 was credited to their cash balance as part of our Weekly Loyalty promotion, where players are awarded 15% of their total deposited amount in the previous week, in this case 15, in cash.
According to our Bonus Rules and the VIP level of the account, maximum withdrawal amount from free bonus money are as follows:
(i). Basic maximum 100.
We are glad to inform you that we have approved the withdrawal request and the funds should already be available in the account.
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4 years ago
Translation
Unfortunately, you contradict yourself, as I have already described above!
This "free bonus money" comes from the free spins that were part of the deposit bonus. Say NO free bonus spins. These, as you wrote yourself, have taken place beforehand and the winnings (€ 0.06) would be like you WRITE YOURSELF after 7 days have to be deleted For the free spins that were part of the deposit bonus, according to your terms and conditions, the only restriction was that the profits from the spins were reduced to 100 euros if they exceeded 100 euros the maximum bonus spins on my account can be 145 euros 15 € + 200% = 30 € + a maximum of 100 € from the games I received for the percentage bonus and from which I won a little over 69 € The limitation you are talking about applies according to your terms and conditions only for the registration free rounds! I can confirm that the payment of € 100 has taken place, but I still feel cheated of € 447 ...
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4 years ago
I am sorry Finn, but I think that you misunderstood the casino answer.
First bonus what you took were free spins.
But when you took first deposit bonus, this includes 200% bonus + set of free spins.
The limitation of maximum winnings $100 applies to all free spins across all the bonuses.
Technically you can consider your first deposit bonus as a two bonuses 200% bonus and free spins - and for free spins, there is a maximum cashout rule.
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4 years ago
Translation
But that is not in the general terms and conditions of the site. In the case of the € 100 withdrawal limit, these only apply to the registration free spins.
The only free spins you can get with a deposit are: ,, Free games count as a bonus and are subject to (...) our bonus terms and wagering requirements. If all wagering requirements have been met, winnings represent real money and are available for withdrawals "(point 2.1.4. - bonus rules).
However, this type of bonus is subject to no payment restrictions according to the terms and conditions.
And about the VIP status: I was actually not aware of this (and in my eyes it is also one insolence! Why do I need a "status" to be able to pay out my winnings?!?). I could have increased this payout limit by playing more. If ExtraVegas had replied to one of my 5 emails, you could have told me and I could have used the 447 euros to increase my VIP status and possibly pay out at least 200 euros.
Instead, the payment request on Monday was suddenly confirmed (I had ordered you in the same form 2 weeks ago and you canceled it a week later without explanation). When asked, I was told in the live chat that I had to make a deposit before I could withdraw.
And now a week later and only after complaining here at Casino Guru can the money suddenly be paid out without a deposit ?! If I had deposited in the meantime, that would have further reduced my (relatively to 547 euros) small profit of 85 euros net profit by my second deposit amount ....
Pretty strange and suspicious behavior on the part of the casino I think ...
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4 years ago
I see your point Finn. I went across the casino terms and promotions but the reference on maximum cashout from free spins are only in sections 2.1.1 - 2.1.8
The Casino confiscated your money according to rule:
2.1.9. Free bonus withdrawal limits
Maximum withdrawal amount from free bonus money are as follows:
(i). Basic maximum €100,
(ii). Silver maximum €100,
(iii). Gold maximum €200,
(iv). Platinum maximum €300,
(v). Titanium maximum €400,
(vi). Master maximum €500.
From this rule, it is not clear that it should be applied to the free spins because of the casino terminology free bonus money. (which I understand it might mean that free spins are also part of this category - but definitely should be explained more clearly)
Please Extra Vegas Casino representatives, correct me if there is a somewhere in casino T&C's a better rule which explains that free spins have a maximum cashout €100.
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4 years ago
Folgende sympathische Email habe ich soeben von ExtraVegas erhalten.
"Hello,
Please be informed that our Management Team has decided to bring our business relation to an end, and to permanently close your extravegas Casino account.
Kindly note, this decision is final and irrevocable. Thank you for your understanding in this matter.
We wish you the best of luck in future endeavors."
Mal wieder ohne Begründung oder Stellungnahme...
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4 years ago
We would like to ask the Extra Vegas Casino to reply to this complaint. Please consider what I wrote above. In section 2.1.9 you are mentioning free bonus money and only sections 2.1.1 - 2.1.8 specifying free spins.
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4 years ago
We would like to ask the Extra Vegas Casino to reply to this complaint. We are extending the timer by 7 days.
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4 years ago
Our Bonus Rules item 2.1.3. states that Free Spins are not real money. Free Spins are considered as a bonus and are subject to the bonus wagering and all other bonus terms. Any free bonus, either in the form of a bonus amount or a set of free spins, falls under the incidence of item 2.1.9 in our Bonus Rules, detailing the maximum cashout for free bonuses depending on the account’s VIP level.
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4 years ago
Translation
So let me summarize:
All in all, I've been waiting for my money since April 25th, 2020.
Extra Vegas ignores my complaint emails for weeks and gives new reasons why I was not paid out every time I paid out € 100 in Live Chat. A total of 3 or four times after a full week of waiting! Only after my complaint here at Casino Guru does the casino react. Again with a response waiting time of 7-14 days !!! And on my factual complaint that I'm gradually becoming suspicious of the seriousness of the casino, if even my own employees don't seem to understand the bonus conditions clearly, my account and my credit will be irrevocably deleted.
I thank Casino Guru for the support and I hope you will draw the appropriate consequences in your review of the Extra Vegas Casino.
Finn
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4 years ago
Purely from the legal perspective, the casino may be right. However, when making our ratings, we take many more factors into account. To pay out all winnings that are legitimate according to the T&Cs is a necessary condition for having a good rating, but not a sufficient one. There are many more factors to consider. One of these factors is the overall user experience, including whether the casino is safe. In our view, good user experience means that players don’t need to read the full T&Cs (in fact nobody does that, maybe with the exception of some bonus hunters) and can rely that they’ll be treated fairly.
In this case, Finn is pointing on a rule which is unclear for him. He made an effort, and read the bonus terms and still, he misunderstood rules about free spins. I personally know that most of the free spins have win limits, but regular players don't know this. Casino representatives used a combination of two rules to explain why the spins have a limit and solution is so simple (see attached picture) So this player shows something that you can do better. I know that technically the casino has right. But the casino is not for lawyers, or law students to offer them a good praxis but for people to have fun. So please consider making a proper change.
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4 years ago
Hello Matej,
I understand your point. Sure, we will get these changes made so we will not have any further confusions among our players.
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4 years ago
Finn and Casino representatives:
We carefully considered all facts and decided that casino has technically right.
We hope that they will make changes to their terms and conditions soon, as they promised.
Finn, we are sorry that you had troubles to understand casino bonus conditions. I hope this situation will not happen in the future. From praxis, almost all free bonuses come with a maximum win limit.
Because the two rules which casino mentioned explains the situation, we are closing the complaint as "unjustified."
