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Hello I offer you for help. I've been playing casino for 14 years, 6 of them online. I took a first deposit bonus at abocasino on April 24th, 2023. I paid in a bonus of €95 and got an additional wager of €95. The wager was €40. My win was over €3624, the amount I won on April 26 with a stake of €2.50. I bought a bonus stiky bandits 5€ and another 10€ but only when I fulfilled the bonus I was deducted a whole 3529€.

Hallo ich biete Sie um Hilfe. Ich spiele seit 14 Jahre casino davon 6 online ich habe bei abocasino am 24.04.2023 Ersteinzahlungsbonus bonus genommen 95€ eingezahlt 95 dazu bekommen wager war x40€ ich habe komplett wager erfüllt. Mein gewin war über 3624€ das Betrag habe ich am 26.04 gewonnen mit 2,50 Einsatz. Ich habe 1 mal bonus gekauft stiky bandits 5€ und noch um 10€ aber erst wenn ich bonus erfüllt habe mir wurde ganze 3529€ abgezogen .

Dear Lockerschnitz,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

With me

As you can see live chat confirms wager met and write today it doesn't matter with bonus or without you can't bet than 5 euro what for 1 blizzard)

Bei mir

Wie Sie sehen können live Chat bestätigt wager erfüllt und heute schreiben die es ist egal mit bonus oder ohne dass man als 5 euro wetten nicht darf was für 1 blötzen)

Thank you for your reply, Lockerschnitz. Unfortunately, I am not sure what happened here. Could you please clarify? Did the casino confiscate your winnings because you breached the maximum allowed bet?

Yes confiscated but not correct.

There are rules for bonus that I know very well you can make more than 5 bets and spin certain games slots until wager x40 is met wager I have met days before see screenshot bonus money was already credited to real money then I bought bonus 0.10 10 freespins for 5 euros and 0.10cent for 10€ 10 freespins if i have fulfilled wager x40 i can play what i want and how i want to bet before that not

Ja beschlagnahmt aber nicht korrekt.

Bei bonus gibt's Regeln die ich sehr gut kenne man darf mehr als 5 wette machen und bestimmte Spiele slots drehen bis wager x40 erfüllt ist wager habe ich noch Tagen davor erfüllt siehe Screenshot bonus Geld war schon aufs echtgeld gutgeschrieben dann erst habe bonus gekauft 0.10 10 freespins um 5 Euro und 0.10cent um 10€ 10 freespins wenn ich wager x40 erfüllt habe darf ich was ich will spielen und wie ich will wetten davor nicht

So the casino claims you breached the maximum allowed bet, but you already played without an active bonus. Is that correct?

Dear Lockerschnitz,

My sincere apologies about the matter. Our payment officers acted strictly according to our Terms & Conditions which state that max bet while playing with a bonus has to be 5 EUR or equivalent in another currency.

The list of the bets made with the bonus, that was sent to you, should confirm that bets you have mentioned before were made when the bonus was still active.

I'm sorry to hear that your experience at our casino was clouded by this situation.

Best regards,

Abo Casino Team.

Dear Lockerschnitz,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.