Surf Casino - Pelaaja pyytää hyvitystä.

I just deposited € 200 unfortunately the bonus was not credited to me, so I deposited with Skrill. I accepted but then had the money paid out again after the conversation with the support I should do that.

Now my account is blocked and there is no help in the live chat. I am told that I have to convert the amount deposited once and my account is now blocked.

And when asked if I would get my money back, they said that it would be clarified whether there was any suspicion that I was doing money laundering.

Can somebody help me?

Ich hab soeben 200€ eingezahlt leider wurde mir der Bonus nicht gut geschrieben , daher ich mit Skrill eingezahlt habe. Hab ich aktzeptiert aber hab darauf das geld wieder auszahlen lassen nach der unterhaltung mit dem Support dürfte ich das.

Nun ist mein Konto gesperrt , und im Livechat wird mir nicht weitergeholfen .Es wird mir gesagt das ich den Eingezahltenbetrag 1x umsetzen muss und meine Konto nun gesperrt ist .

Und auf die Frage ob ich mein Geld zurückbekomme sagten sie das es abgeklärt wird ob nicht verdacht besteht das ich Geldwäsche mache.

Kann mir wer helfen?

Dear Florian,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked terms and conditions, and this is what I found https://www.surfcasino.com/terms-and-conditions:

"All bonuses are available for players from all countries unless otherwise stated.

Players from Sweden are not eligible for any bonus in Surf Casino.

Any bonus offers are not available for deposits from Skrill and Neteller."

Do I understand correctly that you have never played any of deposited funds and they remained inside your account untouched? Have you requested a refund after realizing that you won’t be entitled to any promotional offer?

If there’s any relevant communication, please forward it to petronela.k@casino.guru. 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

Dear Florian,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

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 a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.