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Hello! I deposited money via paysafecard and played with the bonus. After I wagered the bonus, €210.29 was deducted from my account. Now I wanted to withdraw €70, but no one has responded!

Hallo Habe Geld über paysafecard eingezahlt und mit Bonus gespielt. Nachdem ich den Bonus umgesetzt habe wurden mir 210,29 abgezogen... Jetzt wollte ich 70 Euro auszahlen aber da meldet sich niemand!

Dear heyjens,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

To assist you further, could you please provide us with more details regarding your situation? Specifically, we would like to know:

• Could you please send me a link or a screenshot of the bonus you activated and played with? Bonuses often come with a maximum win limitation, which may be the reason why your winnings were capped.
• When exactly did you submit your withdrawal request?
• Have you passed the full KYC verification?

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

It was already hard enough to use the bonus, but then to deduct another €210 is a disgrace!

War schon schwer genug den Bonus umzusetzen aber dann noch mal 210 € abzuziehen eine Frechheit!

I have checked the Bonus Terms and this is what I found:

1. Withdrawals of winnings from welcome bonuses given without deposit are limited to: €50 / C$75 / A$75 / NZ$ 80 /  200 zł / R$250 / ₽3000 / ¥7000 / 350 DKK / 500 NOK .

1.1. Maximum possible withdrawal amount from the no deposit bonus: €100 / C$150 / A$150 / NZ$ 160 /  400 zł / R$500 / ₽6000 / ¥14000 / 700 DKK / 1000 NOK .

1.2. Maximum possible withdrawal amount from no deposit bonuses received in the Bonus Shop: x5 of the amount of bonus or funds received from free spins (depends on the status of the account).

1.3. The maximum allowed amount for withdrawal that has been won from casino bonus free spins is €100. If the withdrawal amount exceeds the allowed amount, the player will receive €100 and the rest will be charged to players in accordance with the bonus policy.

1.4. All winnings received while wagering Bonus are limited to a maximum cashout amount of 5 times bonus granted. Any exceeded balance will be voided prior to money withdrawal.

I would like to emphasize that, according to our Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#win-limits, we consider imposed win limits to be unfair and predatory only when they're applied to a real money game. However, we accept bonus T&Cs that restrict the maximum cash out from a bonus play.

If there is any additional information that would support your case, please do not hesitate to contact us. Otherwise, I will be forced to reject your complaint. Thank you for your understanding.

Dear heyjens,

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.