50 Crowns Casino - Pelaajan kotiuttaminen viivästyy kierrätysvaatimusten vuoksi.

Despite multiple attempts to withdraw they are telling me I have to wager 3x my money there in there. Never had a problem before now they won’t let me withdraw. Emails keep bouncing back

Dear Unicorn,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. Based on your description this seems like a standard deposit rollover requirement. All regulated casinos require players to wager real money deposits. This is one of the standard AML (anti-money laundering) rules. The deposit wagering requirements are usually 1-5x the value of the last deposit, and it isn't anything unfair. I have also checked the T&Cs and I found this:

10.8. Any deposit has to be wagered 3 times (player must place bets three times of their deposit amount) before the withdrawal of funds connected to this deposit is available. In case several deposits were made with no gaming activity, player has to wager the total amount of these deposits prior to withdrawal. Otherwise the Casino has a right to charge a fee for the procession of deposit and withdrawal, which is at the sole decision of the Casino.

Could you please clarify if the casino requested you fulfill the deposit wagering requirements? How much was your last deposit?

Looking forward to hearing from you.

Best regards,

Kristina

Dear Unicorn,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Thank you, that’s understandable. However they have not even reached out after several more attempts to rectify this. I can’t even access my account to wager the money. Why is that ok for them to hold that amount and lock me out of my account (which I asked them to do) then asked for it to be re opened. I don’t think it’s fair for them to hold that amount and not resolve it. It’s been going on since before Xmas and I want it resolved asap!

Thank you for all your help!

I’ve also never had an issue withdrawing from them - I deposited well over $30k and am asking for $10k back, which they have and won’t me access it, play it, or get back to me. All my emails bounce back to the bio manager, customer service etc. online chat keep saying they will be in touch

Thank you very much for your reply, Unicorn. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Thank you will email now

Unfortunately, I have not received any emails from your email address yet.

I’ve emailed you Kristina

Do I understand correctly that your account has been closed with the remaining balance of $10,000?

That is correct

Is there any update as this is getting beyond a joke. They have my money and I cannot even login to my account - I will send you more correspondence, to no avail!

Could you please advise which games you played - slots, live casino, sports betting, etc.?

Played the slots/pokies - deposited the money - then went to withdraw. It was not locked by bonuses etc. seriously can this be resolved asap otherwise I will need to take further action. How can someone hold $10k and lock me out.

Thank you very much, Unicorn, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello there,

Thank you Unicorn for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask 50 Crowns Casino for their help in resolving this complaint. We would like to know what is the issue with the withdrawal and why is the player unable to access their account.

Thank you!

Thanks Peter, I will forward you all correspondence. I had to create a new email address to even contact the VIP manager James or anyone at 50 crowns for that fact. Which they responded. So seems they blocked my original email address. I would like to point out that this money is not even winnings, simply a deposit. They have locked me out and are refusing to refund the money. I will forward all correspondence to you now, which I included Kristina in. This is beyond frustrating and has been going on for far too long now.

Dear CasinoGuru,

Thank you for informing us about this complaint.

We would like to explain the situation from our side: the client made small deposits via bank transfer for about a year and withdrew via bank transfer without any problems. But one day, the client deposited more than 10 000 AUD using cryptocurrency, and closed the account due to gambling addiction without wagering the x3 wager on the deposit at all. After that, she wanted to return her funds to the bank account.

So, for these reasons, we had a long and detailed review of this case.

We would also like to inform you that we offered the client to return the funds, but to her crypto wallet.

We believe that the case has been fully resolved from our side.

If you have any further questions, we are always happy to help

Best regards,

50Crowns Team

Hello, I haven never once been offerered the money to be returned fo my crypto wallet - more than happy for the money to be transferred to my bitcoin address. Please advise who to send that address to asap. Thank you

This has not been resolved - I have sent all my information as per James email and he has now said that I cannot get a refund and I have to wager it. Can someone please advise on how to proceed with this issue please.

Dear CasinoGuru,

Let me explain the case in more detail: we requested the client's crypto address for the refund, but she sent it using an email different from the one she used to sign up. Since we are responsible for the security of the account, we asked for confirmation of the data specified in the account, as well as a selfie with an identity document and the current date, but we have not yet received all the confirmations from the client.

Since the client is communicating from a different e-mail, as soon as all the data is confirmed, the refund will be processed immediately.

If you have any further questions, please feel free to contact

Best regards,

50 Crowns Casino

Thank you for the explanation 50 Crowns Casino representative.

Dear Unicorn, I would recommend following the steps laid out by the casino representative to speed up the resolution process for your issue. THank you in advance for your cooperation!

Hi Peter, I have followed this up, I sent everything through (you are cc’d on every email) you will then know and see that I did the correct procedure. I was then told to wager the money. Again, as per previous correspondence- I had to use a new email as they had blocked my original email from james@50crowns, vip@50crowns, support@50crowns which, again, has been used for correspondence this whole time. I am over being made out that I am in the wrong and not doing the right thing, when in fact, I have every email and screenshot of proof. James has since apologised and I am now waiting for the money to be refunded via crypto after James passes it on to upper management as per email (which you are cc’d) in. Thank you

!

Dear Unicorn, Thank you very much for the update. We will keep this complaint open until you confirm your refund was received. Please keep me informed about any further developments.

Dear Unicorn,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Still having issues with the refund. They won’t accept my id picture - all because they have blocked my registered email address so I had to create a new one - Peter from casino guru is cc’d in all emails

Thank you for the update Unicorn, thank you for keeping me in CC of the conversation thread with the casino. As it seems the issue now may be resolved please keep me updated about any new developments. Thank you in advance!

Hi Peter. No it hasn’t been resolved. It’s now been 3 months and I’m still getting the same responses. I’ve done everything they required multiple times as you can see in the emails. Last email I received James said he was forwarding it on. I need this resolved within 24hrs please

Dear CasinoGuru,

Thanks for informing us,

We are sorry for the wait, but we would like to inform you that after the client provided the necessary documents for verification and a correct selfie, we immediately sent the funds.

We believe that the situation is now resolved, and if you have any further questions, we will be happy to answer them

Best regard,

50Crowns Casino Team

Thank you very much for the update 50 Crowns Casino representative.

Dear Unicorn, we will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

Thanks Peter, the funds have been received and the case can now be closed. Thanks for your help in this.

Dear Unicorn,

We’re thrilled to hear that your issue has been successfully resolved, and we’ll be marking the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation throughout the process. We’re glad that our intervention helped to resolve the situation, and we’re always here to support you if you encounter any other issues with this or any other casino in the future. Please don’t hesitate to reach out to our Complaint Resolution Center—we’re committed to helping players like you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also assist others who are considering contacting us for help with online casino-related issues.

Thank you in advance for your time.

Best regards,

Peter