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The casino does not want to withdraw the amount won. The terms and conditions do not state that a deposit must be made beforehand. I have wagered the bonus amount of € 10 150x and the money is also shown as real money. After a long discussion with the live chat and after they kept sending me excerpts from the terms and conditions, but none of which said that I had to make a deposit before the withdrawal, the agent threatened me that I could continue like this, but then the casino would cancel the bonus.

Das casino will den gewonnen Betrag nicht auszahlen. In den AGBs steht nichts davon, dass vorher eine Einzahlung erfolgen muss. Ich habe den Bonusbetrag von 10€ 150x umgesetzt und das geld wird auch als echtgeld angezeigt. Nach längerer Diskussion mit dem livechat und nachdem dieser mir immer wieder Ausschnitte aus den AGBs schickte, die aber alle nicht besagten, dass ich vor der Auszahlung eine Einzahlung machen muss, drohte der Agent mir, ich könnte auch so fortfahren, doch dann würde das casino den bonus annulieren.

Dear Adrian,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I checked the withdrawal T&Cs and I found this:

„7.5. The minimum amount for a withdrawal is currently 100 Euros. Withdrawal of winnings and bonuses from pre-deposit free bonus money is currently limited to a maximum of 150 Euros. Any winnings or bonuses beyond 150 Euros that have accumulated prior to your initial deposit is available for wagering but is not redeemable, irrespective of subsequent deposits. In order to withdraw winnings generated from pre-deposited free bonus money, a player must perform a successful deposit by credit card."

Please understand, that this is an industry standard and most casinos require at least one successful deposit from players who played with some type of free bonus. I would recommend you following the instructions indicated by the casino, otherwise you won’t receive your winnings.

Please let us know, when you make a deposit, so we can continue resolving this case accordingly.

Best regards,

Kristina

Dear Adrian,

Is there anything new, please? Did you make a deposit? We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re forced to reject 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.