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Moin, I deposited € 20 yesterday with the bonus code for the first deposit and thus got a credit of € 45 loaded onto my game account. According to the bonus rules of the site, I have to wager the sum of the deposit amount and the bonus amount 40 times, which would then be around 1800 € that have to be wagered. Hours later, I had already converted this 1800 € for a long time and then even came up with 2250 € credit. However, while I was still in the game, this was reduced to € 250 and the bonus was "converted" in the menu. To me this clearly looks like fraud, but unfortunately I don't really have a clue about online casinos and their guidelines, so I thought you might be able to help me!

Kind regards

Moin, habe gestern mit dem Bonuscode für Ersteinzahlung 20€ eingezahlt und somit ein Guthaben von 45€ auf mein Spielkonto geladen bekommen. Laut Bonusregelungen der Seite muss ich die Summe aus Einzahlungsbetrag und Bonusbetrag 40 mal umsetzen, was dann ca 1800€ wären die gewagert werden müssen. Ich hatte dann Stunden später diese 1800€ SCHON LÄNGST umgesetzt und kam dann sogar noch auf 2250€ Guthaben. Dieses wurde aber während ich noch im spiel war, auf 250€ abgesenkt und im Menü stand der Bonus wurde „konvertiert". Für mich sieht das klar nach Betrug aus, aber ich habe leider auch nicht wirklich Ahnung von Online Casinos und deren Richtlinien, daher dachte ich ihr könnt mir vielleicht helfen!

mfG

Dear John,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Based on your description I assume, that this might be caused by a maximum withdrawal limit applied to this bonus. Would you be so kind and post here the link or a promo code to bonus you activated? I would like to check the bonus T&Cs to see if this might be the case.

In the meantime, I would recommend you read our article that shares a lot of useful information regarding bonuses and how they work. We also share brief information about maximum withdrawal limit for bonuses:

"Some bonuses, especially no deposit bonuses, but sometimes also deposit bonuses, feature maximum withdrawal limits. If, for example, a no deposit bonus comes with a 100€ maximum withdrawal limit and a player wins 300€, he can only withdraw 100€ and the remaining amount will be voided."

You can find the article here.

Thank you very much in advance.

Best regards,

Kristina

Dear John,

We are extending the timer by 7 days. Please, be aware that in case you fail to reply in the given time frame, we will reject your complaint.

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.