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Subject: Withdrawal of €1200 Unfairly Canceled

Hello,

My €1200 withdrawal was canceled by the casino, claiming "wagering requirements not met" or that certain games don’t contribute.

I followed all terms and conditions, and the games I played clearly counted toward the wagering requirements. Nowhere was it stated that winning before completing the full wager would void my withdrawal.

This cancellation is unfair. I request your assistance in resolving this issue and ensuring my withdrawal is processed correctly.

Thank you for your support.

Best regards,

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Dear Alexisp44,

Thank you for submitting your complaint. I’m sorry to hear about the issue regarding the cancellation of your €1200 withdrawal.

Please note the following terms and conditions related to bonus funds and withdrawals:

1.8. When you take part in a promotion, both deposited funds and bonus funds become part of the "bonus balance." If a bonus is active, wagering requirements must be completed, or the bonus balance must be reduced to zero before a withdrawal can be made. The only exception is if you wish to withdraw your deposit only, in which case all bonus funds and any associated winnings will be forfeited.

1.12. If you request a withdrawal before meeting the wagering requirements, you will forfeit your bonus amount, any bonus winnings, and you will be opted out of the promotion.

1.13. Bonus funds are displayed separately from deposited funds in your player account. They can only be withdrawn once they have been converted into real money.

1.14. While playing with an active bonus, funds are used in the following order: funds required to trigger the bonus, bonus funds, and then any remaining funds.

1.15. You may withdraw your real money balance before completing wagering requirements; however, doing so will result in forfeiture of all bonus funds.

1.16. If both your deposit and bonus funds are depleted before fulfilling wagering requirements, any remaining wagering requirements will be cleared.

1.17. Once wagering requirements are fully met, deposited funds, bonus funds, and any winnings become withdrawable as real cash.

According to the standard Terms and Conditions, all winnings, available bonus amounts, or promotional offers will be canceled and removed from the player’s bonus balance if they are not used within the specified time period and before the wagering requirements have been fulfilled. For more detailed information, we recommend reviewing the Wagering Requirements section.

To better understand your situation and assist you effectively, could you please clarify the following:

• Could you confirm the names of the specific games you played, and how you believe they contributed to the wagering requirements?
• Did you receive any notifications or messages regarding the cancellation of your withdrawal?
• Can you provide any other documentation or screenshots that support your claim?

We hope to assist you in resolving this matter as soon as possible. Thank you in advance for your reply.

Best regards,

Petra