A player from Germany received a promotional bonus from the casino and ended up winning €1400. After successfully withdrawing €1000, the remaining €400 withdrawal was rejected erroneously, according to the player, based on a misunderstanding of the bonus conditions. She has contacted customer support and is awaiting a final review. The complaint was resolved as the player received his money from the casino.
Fight Club Casino - Player experiences difficulty withdrawing her winnings using a bonus offer.
Amount: €400
Fight Club Casino
Safety Index:Above averageSafety Index
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7.9
Fight Club Casino has a Safety Index of 7.9, which makes it a casino with an above-average level of safety. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
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1 year ago
Translation
Good evening,
Unfortunately I bring another problem with a casino of Dama NV
Yesterday I played at the casino listed above and used a bonus that I received from the casino via email.
There I deposited €25 and used the bonus code (FC125) as stated in the email.
The casino credited me with the 125% as stated in the email.
As luck would have it, I won well and finished the wager with €1420.
I then played a bit more and ended up with €1400 raw cash.
I was happy as I had deposited on the site several times and was sure that the maximum that can be won with a deposit bonus is €5000.
So I made the withdrawals. One with 1000€, the other with 400€. I had to make the payouts this way because the casino has set a maximum payout on Mifinity of €1000.
I saw at noon that you have already processed and cashed out 1 withdrawal. I received the 1000€.
Since I only got back to the PC in the evening (just now), I checked what was going on with the other payout.
Here I saw that the payout was rejected and the money disappeared from my account.
I immediately contacted live support and asked.
I was informed that the bonus offer has a maximum withdrawal of €1000.
However, this is not the case, since the bonus offer, which I used for this payout, mentions a maximum
Bonus - Amount is the maximum amount I can get from the casino to play with. This is very clear in the bonus offer.
There is not a word about the maximum payout in the bonus offer and it is stated in the bonus offer itself that the general bonus terms and conditions apply.
As a result, €400 was wrongly removed from my winnings.
After a detailed explanation on my part, I was informed after about 10 minutes that my case would be passed on for final examination.
I have mentioned several times in the course of the chat that I will seek help from you, since it is clear that I have not made a mistake and I do not understand why they are looking for a mistake in my case.
I will upload all screenshots regarding the bonus offer, the conversation process & the bonus conditions of the site under this post.
Please make the attachments confidential.
I thank you in advance for your help.
Best regards
littlebiggie95
Automatic translation:
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1 year ago
Hello littlebiggie95,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Fight Club Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise if your account is already verified and if yes, since when exactly? Would it be possible to forward the e-mail containing the bonus to nikolas.b@casino.guru for further review? When was the last time you spoke to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
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1 year ago
Translation
Hello Nick,
I just logged back into my account at the listed casino.
The money has been credited back to my player account. I have now applied for a payout.
I will give feedback as soon as the payout should be successful.
If this is the case, this case can be closed.
Thank you for your quick help.
Greetings
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1 year ago
Translation
good evening again,
I just received the payment to my account.
So I received everything from the casino.
The case can be closed.
Thanks for your quick help.
Greetings
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1 year ago
Dear littlebiggie95,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not 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,
Casino.Guru
