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Hello, today I won € 237 in a game at the casino after making a deposit of € 50 ... and now they won't let me withdraw the money. Please help me, can I do something?

Hola, gane hoy 237€ en un juego en el casino despues de haver hecho un deposito de 50€..y ahora no me dejan retirar el dinero. Por favor ayudenme, puedo hacer algo?

Dear Diana Maria,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Have you completed the KYC verification successfully in the past? Have you been advised why you can’t withdraw your winnings? Was your win accumulated with or without an active bonus? Is it an internal casino system issue, or it’s related to your account only?

Please understand, without verifying your account, you won’t be entitled to any withdrawals. However, I believe we will be able to help you to resolve this issue and receive your winnings as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Hello dear Diana Maria

Thank you for your message. This situation happened because the condition for the turnover of the deposited funds was not met. We have indicated this point in more detail in the rule.

This rule states:

9.14.2. the funds must be withdrawn on the same payment system, which was used to make deposit at your account;

You need to have at least one successful deposit for the last 30 days before creating a withdrawal request.

If you haven't made a deposit for this period of time or you have started the game with a welcome no-deposit bonus, you have to make a deposit before creating the request and also to comply the terms for the bets amount. The minimum required amount of bets in games from the Live Dealers, Video Poker, Tables and Other sections is a triple deposit amount. Please pay attention that wager for your deposit is not counted if you make bets in Live Slots

Dear Petronela, at the moment, the player has no actual withdrawal requests.  

Best regards,

Slottica Team

Thank you very much, Slottica Casino, for the update.

Dear Diana Maria,

Please follow the casino's instructions and without a doubt, you'll be able to withdraw your winnings. Looking forward to hearing from you.

Dear Diana Maria,

Have you received your winnings? We are extending the timer by 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it. Looking forward to hearing from you.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.