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I ask you for help!

Exactly the same thing happened to me in the "VALERIPR" incident and I'm constantly being told a new excuse why I can't pay out my winnings. I rolled over my deposit of 350.- twice and then I was told I had to roll over again and again.

THE FACT IS I HAVE FULFILLED ALL THE REQUIREMENTS AND I WILL BE IGNORED IF I ASK FOR SOLUTIONS OR WANT AN EXPLANATION HOW TO GET MY MONEY.

Ich bitte sie um hilfe!

Genau wei bei dem Vorfall von "VALERIPR" ist mir das gleiche passiert und mir wird ständig eine neue ausrede erzählt wieso ich mein gewinn nicht auszahlen kann. Meine einzahlung von 350.- habe ich 2 mal umgesetzt und danach wurde mir erklärt ich müsse nochmal und nochmal einen rollover machen.

FAKT IST ICH HABE ALLE VORAUSSETZUNGEN ERFÜLLT UND ICH WERDE IGNORIERT WENN ICH NACH LÖSUNGEN FRAGE ODER EINE ERKLÄRUNG MÖCHTE WIE ICH AN MEIN GELD KOMME.

Dear haiinomole,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise if your account has been fully verified? Have you been advised why you can’t withdraw your winnings? Is it an internal casino system issue, or it’s related to your account only? Were your winnings accumulated with or without an active bonus, please?

Please understand, without verifying your account, you won’t be entitled to any withdrawals.

However, I believe we will be able to help you to resolve this issue and receive your winnings as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

I can no longer access my account

I have not verified myself but that is no longer possible because I can no longer access my account

I was told I have to do the rollover, which I have already exceeded twice. I asked for an exact amount that I have to come up with. I did this too and then it was said again I had to reach the rollover, how can I proceed or what should I do

Ich komme nicht mehr in mein konto

Ich habe mich nicht verifiziert aber das ist auch nicht mehr möglich weil ich nicht weiter in mein konto rein komme

Mir wurde gesagt ich muss den rollover schaffen den ich aber schon 2 mal überschritten habe ich habe verlangt einen genauen betrag zu nennen auf den ich kommen muss auch dies habe ich geschafft und danach hiess es schon wieder ich müsse den rollover erreichen wie kann ich vorgehen oder was soll ich tun

Could you please specify which exact bonus you activated and accumulated your winnings with?

Dear haiinomole,

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.

I played with no bonus

Ich habe mit keinem bonus gespielt

I have checked the general terms and conditions, and this is what I found (here):

"Withdrawals

 ...

Funds which have been deposited and not used for wagering or gameplay shall not be available for withdrawal. In order to withdraw any and all deposited funds, such funds shall be wagered at least once in full."

It is not unusual for a casino to have this rule. Some casinos require deposit wagering of 1x, some 3x or 5x, but you can find casinos with even higher wagering requirements for real money.

Mandatory real money wagering has been introduced by the AML (Anti-Money Laundering) Regulations for the Gaming and Gambling Industry and is usually set by the Licensing Authority. All casinos have to comply and follow these policies.

Could you please advise how long ago you registered your account? Which games you’ve been playing (live games, slots, or multiplayer)?

Dear haiinomole,

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, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.