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Hi,

Took their freespins from their Telegram page, managed to wager and made circa 50€ in winnings. Passed successfully the verification. But they want me to make a deposit in order to request a withdrawal! (Then perhaps, wager even the deposit 40x times before withdrawing etc. etc.) Old tricks!!

I require my withdrawal of 49€ in crypto (LTC).

Note: My account is not closed, and THE TELEGRAM PROMOTION REQUIRED NO DEPOSITS TO BE MADE!

Thank you!

Dear aver147,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Dear aver147, please allow me to ask you a few questions, so I can understand the whole situation completely.

Where exactly did you receive the information that your deposit must be wagered 40x before you can withdraw your winnings?

If the casino mentioned this directly, could you please provide a screenshot or copy of the communication where this was stated? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

According to the bonus terms I reviewed, I only found the following:

4.2.4. Before any funds or winnings from no-deposit bonuses can be withdrawn, a minimum of €10 or its equivalent in other currencies must be deposited into the Customer's account.

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

In their Telegram channel. The promotion stated that 'it doesn't require a deposit'..

Dear aver147, we understand your concern, especially since the Telegram promotion stated that no deposit was required. However, it is quite common in online casinos that, before allowing a withdrawal from a no-deposit bonus, the player must make a small deposit. This step is usually required to verify the payment method (for example, to prevent abuse or fraud). Once your payment method is verified, you will be able to withdraw both the deposit and your winnings (as long as other terms are met).

When you registered and used the bonus, you accepted these terms. Therefore, we kindly ask that you follow the withdrawal conditions as stated.

If the casino is asking for anything beyond what is listed in the terms, we will definitely look into it further — but for now, requesting a minimum deposit is in line with their published rules.

Thank you for your understanding.

I am willing to deposit, but further to this, they require x40 wagering requirements for the deposit, in order to withdraw!

So, all in all, a headache!!!....

Dear aver147, please provide me with proof that the casino is requesting the 40x wagering requirement for the deposit in order to process the withdrawal. I have not received any email or communication from you.

Yes, they require! (a turnover of 60€, given that the minimum deposit is 20€). So, for withdrawing 49€ you have to wager another 60€, if you are lucky, in order to withdraw!!!

I sent you an email with screenshot attached!

So, Dominika.. What's new?

Do you want me to write their promotion terms here!!

The maximum amount you can win from the no deposit bonus is 50€. My amount is: 49€.

What do these guys want?!!!!

I can't wager endlessly..!!

Dear aver147,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Dear aver147,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.