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Good evening, on August 28, after having paid a few hundred euros, I was paid a cash bonus of 50 euros. After playing for a few hours I tried to make a withdrawal request for 2000 euros and the site allowed it. After asking me for the various formal documents, after a week of 9 days they paid me only 500 euros, telling me that according to the regulation, nothing else is waiting for me. I simply ask if it seems normal to you and if it is normal to approve a request for you x a figure higher than the amount allowed and only after 9 days give you 4 times less the requested amount? Thanks in advance for the answers.

Buonasera, in data 28 agosto dopo aver versato qualche centinaio di euro mi stato erogato un bonus cash da 50 euro. Dopo aver giocato per qualche ora ho provato a fare una richiesta di prelievo di 2000 euro e il sito me l'ha permessa. Dopo avermi chiesto i vari documenti di rito, a distanza di una settimana di 9 giorni mi hanno erogato solo 500 euro dicendomi che in base al regolamento non mi aspetta altro. Chiedo semplicemente se vi sembra una cosa normale e se sia normale approvarti una richiesta x una cifra superiore a quella consentita e solo dopo 9 giorni darti 4 volte meno l'importo richiesto? Grazie in anticipo x le risposte.

Dear Roberto,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I checked the Bonus Terms (https://www.enzocasino-promo.com/bonus-terms-conditions/?lang=en) and I found this:

„After the receipt of a bonus you will be limited to cashing out twenty (20) times the applicable deposit made by you until your balance reaches zero (0). Exceeding winnings, since deemed non withdrawal, will be declined and voided upon cashout."

"All Cashback is restricted to a maximum withdrawal limit of 10X the cashback amount."

Would you be so kind and clarify which bonus you received?

Additionally, please forward any relevant communication between you and the casino to kristina.s@casino.guru (or you can post it here).

Thank you very much in advance for your reply.

Best regards,

Kristina

Good evening Kristina and thanks for the reply. Unfortunately, my pc is broken and I can't read the rules from my mobile phone. Honestly I don't remember what kind of bonus it was but I think cashback, I had played just before and I requested it in chat. The thing that seems strange to me is that at the time of the withdrawal request the system does not automatically notify you of the maximum withdrawable amount. I have been playing for many years and all the other sites I have played on will notify you immediately at the time of the request ...

Buonasera Kristina e grazie per la risposta. Purtroppo ho il pc guasto e dal cellulare non riesco a leggere il regolamento. Sinceramente non ricordo bene che tipo di bonus fosse ma credo cashback, avevo giocato poco prima e l'ho richiesto in chat. La cosa che mi pare strana e' che al momento della richiesta di prelievo il sistema non ti avverta in automatico dell'importo massimo prelevabile. Gioco da tanti anni e tutti gli altri siti in cui ho giocato ti avvisano subito al momento della richiesta......

Please understand, each casino operates with different software and it isn't anything unusual that winnings that are over the limit are deducted at the point of withdrawal.

Since the casino clearly states that bonuses have a maximum cashout limit, and you are not sure which bonus you received, I am afraid there is not much more we can help you with. Please, let me know if there is anything else we could do for you, otherwise, I will be forced to reject this complaint.

Buonasera Kristina e grazie per l'aiuto. L'unica comunicazione tra me e il casino che ho disponibile e questa e-mail:

Hello Roberto,

Thank you for playing at our casino.

Following your withdrawal request, we would like to update you about the status of your request, reference ID 4285356, for the total amount of 2000.00 EUR.

We wanted to inform you that we have processed your withdrawal request and according to the Terms and Conditions of the bonus credited to your account, your total available withdrawal amount is 500.00 EUR.

For further elaboration information, please overview the Bonus T&C on our website.

For further clarifications, feel free to contact our Support Team via live chat.

Do I understand correctly that you've already received the withdrawal of €500?

Yes correct ..... hello

Si corretto.....ciao

Robyfree, I understand your frustration, but according to all the provided information, this is all you were supposed to receive according to the maximum cashout limit stated in the T&Cs. I am sorry, but there is not much more we can do for you in this case.

Unfortunately, after gathering all the necessary information we are rejecting this complaint as unjustified. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we will try our best to help.