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Hello,

the casino lists me as a VIP.

I got a 20% bonus via wattsapp.

I asked BEFORE depositing if I was limited, the chat denied the whole thing. So I made a deposit at the casino.

After depositing €1000 I realized that the chat didn't tell me the whole truth, my account is limited.

That's why I canceled the bonus and want to withdraw my money.

The casino insists that I wager my deposit 1x. I don't think that's fair because I deposited assuming different terms.

Hallo,

das Casino führt mich als VIP.

Ich habe per wattsapp einen 20% Bonus bekommen.

Ich habe VOR der Einzahlung gefragt, ob ich limitiert sei, der Chat hat das ganze verneint. Daraufhin habe ich beim Casino eingezahlt.

Nachdem ich 1000€ eingezahlt habe, musste ich feststellen, dass mir der Chat nicht die ganze Wahrheit gesagt hat, mein Konto ist eingeschränkt.

Deshalb habe ich den Bonus abbrechen lassen und möchte mein Geld auszahlen.

Das Casino besteht darauf, dass ich 1x meine Einzahlung umsetze. Das halte ich nicht für fair, weil ich unter der Annahme anderer Bedingungen eingezahlt habe.

Dear LuckyMoe,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please specify what restriction made you change your mind about the received bonus? Have you played any of your deposited funds or they're still untouched in your casino account? Do I understand correctly that you had successful withdrawals in the past and your account is fully verified?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

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

Best regards,

Petronela

Good day,

The casino sorted things out with me and adjusted the limit. Thanks anyway

Guten Tag,

Das Casino hat die Sache mit mir geregelt und das Limit angepasst. Trotzdem danke

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, LuckyMoe, for your confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Petronela

Casino.Guru