First Casino - The player is dissatisfied with the wagering of his balance.

Good day! On 04.24, I made a deposit of 200 hryvnias, completely passed verification in the casino and won 481 hryvnias, and when I tried to make a withdrawal, the casino demanded 10% for the fact that I did not win back 200% of my deposit (as far as I understand, this is wager x2).

In their rules, it is indicated that you need to unscrew 200%, but you can't see your progress anywhere. After contacting support, I was told that I had 395 hryvnias left to unlock, and the betting history cannot be viewed anywhere. The only thing is that you can see your bets a little in the game itself.

Judging by the support, I won 5 hryvnias, although this is not true at all. Betting history from only one game ( https://firstua-dk4.pragmaticplay.net/gs2c/lastGameHistory.do?symbol=vs432congocash_cv63&mgckey=AUTHTOKEN@a0d8b63dd48732356cf3d2137c9f68ebf5277d3a03ac4c0f23688e01925eef48~stylename@frstua_firstua-60c6d86566b6d865@email. -aca5-2b45e9e7ef06 ~SN@41185fa2&tz=%2B03%3A00&mgckey=AUTHTOKEN@a0d8b63dd48732356cf3d2137c9f68ebf5277d3a03ac4c0f23688e01925eef48~stylename@frstua_firstua~SESSION@b66d8566-6c76-40b1-10e5e85e7b16e5e7b1 fa2)

The support keeps secret how much I have already won and only repeats that I need another 395 hryvnias before the end of the wager.

I played without a bonus, the verification was completed, I was familiar with the rules. I can also send you screenshots of our correspondence with support

Hello viiittto,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with First 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? Was this your first ever deposit into the casino? When was the last time you spoke to the casino and what was it about?

Unfortunately, the link you provided is not working. Is it possible to forward your full betting history to nikolas.b@casino.guru?

Looking forward to your answer.

Regards,

Nick

Could you let me know if your account has already been verified and if so since when?

• So my profile was fully verified and confirmed yesterday.

Was this your first casino deposit?

• Yes, this is my first casino deposit

When was the last time you spoke to a casino and what was it about?

• I communicated yesterday immediately before filling out the complaint. I tried to find out how much I need to withdraw money. I have all the correspondence with the live chat agent in screenshots.

Unfortunately, I cannot provide the full history of bets, since the casino does not have such a function (they wrote to me that such a function is not provided), and when I tried to make a request for the history of bets, they told me that they do not have such a function. However, I played in the Songo Cash game, and fortunately there you can see how many bets I placed.

However, this is not the only game I played. Unfortunately, there is no complete betting history on the site, and I cannot see what other games I have played.

I am attaching here a screenshot from the Congo Cash betting history of the pragmatik provider

Hello viiittto,

The casino definitely should not confiscate any balance based on your unfinished deposit wager. The withdrawal option should not be available until the money is wagered or they should notify you about it. Can you please clarify from what amount of money did the casino deduct 10% - was it your deposited money or your current casino balance? Also is this deduction visible anywhere in your balance/betting history?

Dear viiittto,

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, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.