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Everything else. I completed the playthrough, tried to withdraw but couldn't. I contacted the assistant by chat, and I was told that the reason for not being able to withdraw the money was that the address was not the same as the document, they corrected this and said that I could already do the withdrawal, I did. After 5 days I saw that the money returned to the account and when I asked what happened, they said that I needed to make a deposit, which was not the reason they gave me the first attempt. Then they said I could only withdraw $ 100 of the bonus money, if I made € 1003, did I have to deposit $ 25 to make a withdrawal of $ 100? What about the rest of the money I made? Whose pocket will it go to? It makes no sense.

Dear Ruben,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. Do I understand it correctly, that you have accumulated your winnings from Sign-up Free Spins? I have checked bonus policy, and this is what I found:

"Any winnings from the Sign-up free spins have a maximum withdrawable amount set to €100."

"In order for a player to be able to request a withdrawal of an amount won from the Sign-up free spins the player needs to have at least one deposit transaction on their account."

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 limit to be unfair and predatory, only when it’s 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.

Best regards,

Petronela

Dear Ruben,

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.