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In the social network channels they published promotional codes, which I was able to fulfill the rollover (440 usd), but I deposited 10usd to be able to withdraw to my astropay wallet, when I make the withdrawal request they tell me that I have to deposit the same amount that I achieve win with the code (440 usd) and make it rollover x3, being that the one that has to be made rolloverx3 is the deposit which was 10 dollars, they refuse to pay me.

en los canales de redes sociales publicaron codigos promocionales, el cual pude cumplir el rollover (440 usd) , pero deposite 10usd para poder retirar a mi wallet de astropay, cuando realizo la solicitud de retiro me dicen que tengo que depositar la misma cantidad que logre ganar con el codigo (440 usd) y hacerle rollover x3, siendo que al que se le tiene que hacer rolloverx3 es al deposito el cual fue de 10 dolares, se niegan a pagarme.

Dear peiroxd,

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

Could you please share a link or screenshot of the specific bonus you redeemed and what are its associated terms and conditions?

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

Best regards,

Tomas

Hello Tomás, I am attaching a photo of the code and its requirements and I attach some points of the terms and conditions of the bonus,

10.2.8 Winning from Free Spins is credited to the balance when the wagering requirement has been met.

10.2.11 A condition for a user to receive a bonus is that they use a single residence address, IP address, device, telephone number and payment account.

I meet all the requirements to be able to withdraw my balance and I don't know why they cause me so much trouble, even the same publication says that it is not a requirement to make a deposit

and in the main complaint I showed the capture that I already fulfilled my wagering requirement and the bonus balance changed to a real balance.

Hola Tomás, te adjunto una foto de el codigo y sus requisitos y te adjunto unos puntos de los terminos y condiciones del bono ,

10.2.8 La ganancia derivada de los giros gratis se acredita al saldo cuando se haya cumplido con el requisito de apuesta.

10.2.11 Una condición para que un usuario pueda recibir un bono, es que este utilice una única dirección de residencia, dirección IP, dispositivo, número de teléfono y cuenta de pago.

cumplo con todos los requisitos para poder retirar mi saldo y no se por que me hacen tanto problema, incluso la misma publicacion dice que no es requisito realizar un deposito

y en la queja principal mostre la captura de que cumpli ya mi requisito de apuesta y el saldo de bono paso a saldo real.

I request to close the complaint since I solved the problem

Solicito cerrar queja ya que resolvi el problema

Dear peiroxd,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Tomas

Casino.Guru