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Took my winning of £530 and gave me my £70 deposit back fuming I won £427 then played a £60 bonus and won another £130 gave me £600 so I played another £70 which left £530 I withdrew £500 and payment got cancelled and I had a balance of £70 which was what I put on I want this matter delt with as I believe they just can’t do that if it let me withdraw it then it nothing to do with wager requirements they don’t care as I spent two hours on live chat

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Hello,

Thank you very much for submitting this complaint. I’m sorry to hear about the situation you’re experiencing.

To better understand what happened and assess whether we can assist you, we’ll need a bit more clarification, as the timeline and balance changes described are currently unclear.

Could you please provide the following information?

• A screenshot or link to the bonus that was activated (including its terms and conditions).
• The type of bonus played (deposit bonus, free spins, etc.).
• The games that were played while the bonus was active.

A clearer step-by-step explanation of your gameplay, including:

• The deposit amount
• When the bonus was activated
• When the winnings were generated
• When the withdrawal was requested and subsequently cancelled

Additionally, please confirm whether the £500 withdrawal was made while a bonus was still active or after it had been fully wagered and completed.

Once this information is provided, we’ll be able to review the case more thoroughly and determine whether the casino acted correctly.

Thank you for your cooperation.

Best regards

Veronika

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Dear Bobhope,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Veronika
Casino.Guru