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Hello, I had a €5 cashback bonus. I won €500 with that €5, then met the wagering requirements and wanted to withdraw €300. I played a bit more with the rest and won again. In total, I wanted to withdraw €1,000. This was not approved, and my account was deactivated. I can no longer log in.

Hallo, ich hatte einen Cashback Bonus von 5€ ich habe mit diesen 5€ 500€ gewonnen, hatte dann die Umsatzbedingungen erfüllt und wollte 300€ auszahlen. Mit dem Rest habe ich noch etwas gespielt und nochmal gewonnen insgesamt wollte ich dann 1000€ auszahlen das wurde nicht genehmigt und mein Konto wurde deaktiviert, ich kann mich nicht mehr anmelden

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Can you please send me a link or a screenshot of the cashback bonus you activated and played with?
• What types of games did you play while your bonus was active?
• Have your winnings been capped in any way after you finished wagering the bonus?
• Have you received any email from the casino after your account was deactivated?

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

Best regards

Veronika

Dear JENDRICK94,

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.