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Every time I try to withdraw my deposit, a window pops up saying I need to wager it before I can withdraw, but I've already won! Why should I keep playing just to be able to withdraw my money? Please help!

Immer wieder kommt bei Auszahlung das Fenster ich muss meine Einzahlung umsetzten für die Auszahlung, aber ich habe doch schon längst gewonnen. Wieso soll ich noch weiter spielen immer wieder damit ich meine Auszahlung tätigen kann. Bitte um Hilfe

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Dear SaSo86,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem regarding the withdrawal of your funds from the casino.

Based on the terms and conditions of the casino, this is what I found about withdrawing funds:

6.8 Minimum funds rollover before a withdrawal is x1 (one). If the wager of the funds (the amount of placed bets) is less than the deposit amount, we reserve the right to cancel all winnings and keep the commission of 10% (ten percent) (but not less than 0.5 EUR (fifty cents) of the amount of the last deposit as payment expenses, and the 15% (fifteen percent) commission if your account balance has been charged with a bank card or bank transfer.

To better understand your situation, please provide us with more details by answering the following questions:

• Have you accumulated your winnings with or without an active bonus?
• Is the total amount of wagered funds (amount of placed bets) equal to the deposit amount?
• Could you specify the amount of your deposit?
• Did you receive any communication from the casino regarding your withdrawal request?

I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.

Best regards,

Jean

Dear SaSo86,

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,
Jean
Casino.Guru