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At the beginning of January, I was denied a payment of € 1,500 because I had violated the terms and conditions (30% rule). Unfortunately, I did not understand this rule. The problem is actually that since then I have not been able to make any more deposits on my account and can no longer play. The live chat always writes that there is a technical problem and the technicians are in the process of fixing it. The support doesn't answer my emails at all. Almost 4 1/2 months have now passed and I still cannot make any deposits. Since I've worked way down on the "buy" free spins on some games like White Rabbit. Would it be important for me to be able to play again.

Mir wurde Anfang Januar eine Auszahlung in Höhe von 1500,- € verwehrt, weil ich gegen die AGB verstoßen hatte (30%-Regel). Leider hatte ich diese Regel nicht verstanden. Das Problem ist aber eigentlich, dass ich seitdem keine Einzahlungen mehr auf meinem Konto vornehmen kann und nicht mehr spielen kann. Der Live-Chat schreibt jedesmal, dass ein technisches Problem vorliegt und die Techniker dabei sind dieses zu beheben. Der Support antwortet überhaupt nicht auf meine Emails. Mittlerweile sind fast 4 1/2 Monate vergangen und ich kann immer noch keine Einzahlungen vornehmen. Da ich bei einigen Spielen wie White Rabbit bei den "Kauf-"Freispielen schon weit herunter gearbeitet habe. Wäre es mir schon wichtig wieder spielen zu können.

Dear Christian,

Thank you very much for submitting your complaint and forwarding all the relevant communication. I’m sorry to hear about your problem. Please allow me to ask you a few questions so I can understand completely what the issue is. Could you specify which payment method you have tried? Are there any other payment methods available, that you would consider acceptable in the future?

Looking forward to hearing from you. I hope we will be able to help you to resolve this unpleasant situation as soon as possible.

Best regards,

Petronela

Hello,

There are several methods of depositing, but it doesn't matter which one I choose, they all have the following text:

This method has been temporarily blocked.

Please contact our customer service to reactivate this payment method.

You can also use an alternative payment method.

The customer service does not respond to my inquiries and the live chat always says that the technicians are working on it.

Hallo,

es gibt mehrere Methoden der Einzahlung, aber es ist egal welche ich wähle, bei allen erscheint folgender Text:

Diese Methode wurde vorübergehend gesperrt.

Bitte kontaktieren Sie unseren Kundenservice um diese Zahlungsmethode wieder zu aktivieren.

Sie können auch eine alternative Zahlungsmethode benutzen.

Der Kundenservice antwortet aber nicht auf meine Anfragen und der Live-Chat sagt jedes mal, dass die Techniker daran arbeiten würden.

I'm not sure how we could help if the casino is aware of the problem and still didn't fix it for you. Are you still convinced that you want to deposit funds here? If you're experiencing difficulties right from the beginning maybe you could consider a different gambling establishment.

Please let me know how you'd like to proceed.

It can't take more than 4 1/2 months to get activated again. Maybe it will help if you just ask there what the problem is.

Rather, I think there is no problem and they just don't want me to play

Es kann doch nicht über 4 1/2 Monate dauern, bis man wieder freigeschaltet wird. Vielleicht hilft es ja, wenn sie einfach dort mal nachfragen, woran es liegt.

Ich denke eher, dass kein Problem vorliegt und sie einfach nicht wollen, dass ich spiele

Thank you very much, Christian, for your reply. I will now transfer your complaint to my colleague Martin who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Christian!

I will be taking care of your complaint from now on. I would like to invite La Fiesta Casino's representatives into this discussion in order to help us resolve the issue.

Hello all,

Thank you for reaching out to us.

Please be advised that the option to deposit in Christian’s account is disabled.

We reserve the right to refuse service to anyone for any reason at any time without any obligation to state a reason or give prior notice as mentioned in our Terms & Conditions:

"6.3. We reserve the right to close your account at any time without any obligation to state a reason or give you prior notice. In such an event, we will return any balances in accordance with the standard payment procedures at the time."

We hope this information clarifies your concerns and we wish you all the best in your future.

Regards,

LaFiesta Casino 

Hello, I almost expected the answer. You are exposed to the arbitrariness of the casino. One can only warn everyone else to avoid this casino. It's sad how they deal with customers. Thank you very much for your efforts, that is the end of the matter.

Hallo, mit der Antwort habe ich schon fast gerechnet. Man ist der Willkür des Casinos ausgesetzt. Man kann nur alle anderen warnen, dieses Casino zu meiden. Ist schon traurig, wie die mit Kunden umgehen. Vielen lieben Dank für ihre Mühen, damit hat sich die Sache erledigt.

Hello Christian!

Please understand that casinos, in general, have the right to restrict or even close players’ accounts if they suspect irregular play or other questionable activities. Since your winnings have been paid out in full and there are no funds being held by the casino, I’m afraid, there’s not much we can do for you in this matter.

Meanwhile, please check our recommended casinos for German players: https://casino.guru/top-online-casinos#tab=RECOMMENDED. To make absolutely sure you see the most suitable casinos, check your language and country preferences.

Sadly, there’s no other option for me just to reject this case as unjustified. Thank you for your understanding.