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Good morning, I deposited 238 euros and received a 100% bonus on the first deposit. I played for 4 hours and 10 minutes at the Gladiator Mega Cash Collect slot with bets of 5, 8, and 10, wagering the bonus plus the entire deposit. With a balance of around 2050 euros, I attempted to withdraw, but it showed that 44 percent of the wagers were still pending. They do not have the wagering history in their casino, so it cannot be verified. Can you help me?

Buongiorno, ho depositato 238 euro ricevendo il bonus del 100% sul primo deposito. Ho giocato per 4 ore e 10 minuti alla slot Gladiator mega cash collect a bet 5, 8 e 10 scommettendo il bonus piu il deposito per intero. Con saldo si 2050 euro circa ho provato a prelevare ma risultava ancora il 44 percento delle scommesse. Non hanno nel loro casino la cronologia delle scommesse. e quindi non si può verificare. Potete aiutarmi?

Dear omarfalasca,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. I have reviewed the Terms and Conditions of the first deposit bonus, and I found the following:

The maximum bet allowed while playing with bonus money is EUR 5 / CAD 7.5 / PLN 25 / NOK 50 / NZD 9 / BRL 25 / CHF 5 / CZK 120 / JPY 780 until all necessary wagering requirements are met.

Please understand that if you placed bets higher than €5, you have violated the maximum bet rule. In many online casinos, breaching this rule can result in the confiscation of all winnings.

If your wagering is marked as "not finished" and you are still able to play, I strongly recommend reaching out to customer support. Ask them whether your balance will be confiscated due to the rule breach or if you are allowed to complete the wagering requirements with bets under €5 that will count towards the necessary wagering. This step can help clarify the situation and avoid any further issues.

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Good morning, they let me play with higher bets, the slot machine easily let me play with higher bets of 5 euros. I don't have the history. When I had to withdraw the winnings it was still blocked due to the bonus

Buongiorno, mi hanno fatto giocare loro con bet più alti, la slot tranquillamente mi faceva giocare con puntate più alte di 5 euro. Non ho la cronologia. Quando dovevo ritirare la vincita era ancora bloccata a causa del bonus

Ideally, players should not have to worry about breaking the maximum bet rule, as it should be automatically enforced by the casino’s system. This would prevent any bets exceeding the allowed limit from being accepted, ensuring that players do not inadvertently violate the terms. However, this safeguard is not always in place, and it ultimately becomes the player’s responsibility to ensure they do not exceed the maximum bet limit.

Have you completed the wagering using the €5 maximum bet, or has your entire balance been confiscated in the meantime?

With the five euro bet

Con il bet da cinque euro

Have you finished wagering the bonus yet?

Si. Yes

What was your balance after you finished wagering your bonus? Did you request the withdrawal of your winnings?

2000 euros! I could not withdraw because the active bonus blocked the withdrawal

2000 euro! Non ho potuto prelevare perché il bonus attivo bloccava il prelievo

It’s important to note that when playing with a bonus, players should carefully check the wagering requirements and how different game genres contribute to these requirements. Withdrawal is possible only after the wagering requirements of the selected bonus have been met.

Could you kindly send me a screenshot of your bonus wagering progress, as well as your transaction history? This will help us assist you better.

This data is not present on the site and does not even have the game history

Questi dati non sono presenti sul sito e non hanno neanche la cronologia di gioco

Thank you for keeping me updated. Please note that if you still have an active bonus on your account, it may prevent your withdrawal from being processed. Additionally, any bets placed that exceed the maximum allowed bet under the bonus terms could result in your withdrawal being canceled, and potentially, your winnings being confiscated.

Could you please specify when you last communicated with the casino’s customer support regarding this issue? It would also be helpful to know when you last tried wagering your bonus. If possible, could you send me screenshots from your profile showing the bonus details and the current status of your wagering progress?

The balance is at 0

Il saldo è a 0

I'm sorry to hear that. Did you lose your balance while playing, or was it confiscated by the casino?

While I was playing

Mentre giocavo

Thank you for your reply. I'm sorry to hear about your situation. Unfortunately, if you lost your balance during regular gameplay, we are unable to assist you any further. This complaint will now be closed. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.