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I have deposited PLN200 in total, it was said that if I wanted to withdraw money, I had to deposit the minimal amount of money to the account. So I did. I wanted to withdraw PLN200 after playing some games. I've been waiting for 13 days for them to accept my withdrawal request. Throughout waiting, I've texted the support agent a couple of times. They have told me that my request was in line every time. Today I texted them again and one of the supports told me that I had to play PLN100 bets in order to cash out. I am very confused and I am asking for help.

Dear Zuzanna,

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:

"If a player requested a withdrawal of the funds, but the sum of made bets since last deposit is less than 3x (three) times the size of that deposit, the Casino reserves the right to charge the player the costs of transaction processing, including deposits and withdrawals."

It means that if you have deposited €10 you need to place bets in amount of €30 before you’ll be able to withdraw your winnings. It is not unusual for a casino to have this rule. Some casinos require deposit wagering 1x, some 3x, but you can find casinos with even higher wagering requirements for deposited money. I would recommend contacting the casino and follow the instructions. Alternatively, if you don’t wish to complete the wagering requirements, inquire more information regarding the cost of transaction processing. 

Please let us know if this information was helpful. Looking forward to hearing from you.

Best regards,

Petronela

Dear Zuzanna,

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.