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I received a €100 bonus and fulfilled the wagering requirements. I wanted to withdraw some of the money, but it was blocked because I hadn't met the minimum deposit. I fulfilled the requirements, but despite confirmation from support (I have complete screenshots), the withdrawal still wasn't possible. I made another deposit for verification, but despite the second confirmation, I still couldn't withdraw. Now they're demanding a third deposit for further processing. I'm afraid to pay even more and risk losing the money again.

Ich habe einen 100 Euro Bonus bekommen ,die Umsätze dafür erfüllt . Wollte ein Teil des Geldes auszahlen lassen , wurde geblockt ,da ich die Mindest Einzahlung nicht erfüllt habe. Wurde von mir erledigt , aber trotz Zusage ( komplette Screenshots vorhanden) des Supports wieder keine Auszahlung möglich. Erneute Verifizierung durch eine weitere Einzahlung getätigt ,trotz 2. Zusage wieder keine Auszahlung bekommen . Nun soll eine 3. Einzahlung zu erfolgen zur weiteren Bearbeitung. Ich habe aber nun Angst noch mehr zu zahlen . Und das das Geld dann auch wieder weg ist .

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Dear baerin2315,

Thank you for submitting your complaint. I’m sorry to hear that you are experiencing difficulties withdrawing your funds from the casino.

I have reviewed the Bonus Terms and Conditions and found the following relevant points:

Minimum Deposit Requirement

To activate the deposit bonus, you must deposit at least the minimum amount specified in the bonus terms. Deposits below this amount do not qualify for bonus activation.

Deposit Made Without Bonus Activation

If a deposit is made before activating the bonus, the bonus will not be credited. For future transactions, we recommend activating the bonus prior to making a deposit. If you encounter any issues, please contact customer support immediately.

To better understand your situation, I would appreciate it if you could clarify the following:

• On what date did you make the initial deposit intended to trigger the bonus?
• What specific wagering requirements were you informed you needed to fulfill?
• Did you receive any confirmation from customer support regarding your eligibility to withdraw the funds?

I hope we can resolve this matter for you as quickly as possible.

Thank you in advance for your response.

Best regards,

Petra

I received a bonus of 100 euros, which had to be wagered 6 times.

I received a reply from support stating that I need to make the minimum deposit to receive a withdrawal. I did that.

The attempted withdrawal was rejected.

When I asked why, I was told I had to pay another 120 euros for bank confirmation.

I did that, and it's the same as above.

Now I have to pay another 120 euros.

Screenshots are available.

Ich habe einen Bonus von 100 Euro bekommen,der 6 mal umgesetzt werden musste.

Ich habe vom Support zur Antwort bekommen ,dass ich die Mindest Einzahlung tätigen muss um eine Auszahlung zu bekommen. Habe ich gemacht .

Auszahlung versucht wurde abgelehnt.

Auf Nachfrage warum ,ich muss zur Bankbestätigung noch einmal 120 Euro zahlen .

Habe ich gemacht ,wieder das gleiche wie oben .

Jetzt muss ich nochmals 120 Euro zahlen .

Screenshots sind vorhanden

That was the last communication.

Das war die letzte Kommunikation .

I can no longer log in.

Ich kann mich jetzt nicht mehr einloggen

Thank you for your reply and for providing the previous details, baerin2315.

• Have you ever made a successful withdrawal of your winnings accumulated with a bonus at this casino?
• Could you provide any additional communication you had with the casino? This can include screenshots, emails, or chat records. You can send me all the documents to: petra.h@casino.guru or post your screenshots to the thread.

Thank you again for your cooperation.

I couldn't withdraw a single cent; it was always blocked.

Ich habe keinen Cent abheben können ,das würde immer geblockt

I need to look through my other pictures to see if there's more.

Ich muss meine anderen Bilder durchschauen ob da noch mehr ist

That was the first communication.

Das war die erste Kommunikation.

Dear baerin2315

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver Mirka (miroslava.d@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Petra

Dear player,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Kometa Casino representative to join this conversation.

Dear Kometa Casino,

Could you please provide clarification regarding this case?

Thank you in advance.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear baerin2315,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Mirka