Candy Casino - general discussion (page 3)

That might help with your case actually. We just need to wait for our complaint team to get to it.

Now these scammers came and this 800€ went away in 4 weeks

I actually don't get the point of your post. Could you be more specific, please?

I deposited €40 and took a 200% bonus this amount was €80 and it had to be wagered €3740 which I was able to wager and the balance was about €600 which had been transferred to me to play or withdraw and I tried to make a withdrawal but the docs demanded where it took 5 days I continued playing then I made a new withdrawal customer service said that I had to send a picture of my face and passport and card and where I wrote candy casino nothing I did everything and again I waited 5 days and played with this money and won a total of: €8500 and then I made a withdrawal of €6500 and €1500 I left €500 in chips for the game which I can play with. Then it happened that my balance was €0 and the withdrawal was €800 which I waited 3 weeks because they had problems with the payment then they paid €400 and told me that another €400 would come

Hi, just to make sure I understand correctly:

you deposited €40 and took a 200% bonus, so you started with €80 in total. You completed the wagering of around €3,740 and ended up with a balance of about €600, which should have been available for play or withdrawal. You then tried to withdraw, but the casino asked for documents, and the verification took several days. While waiting, you continued playing, later submitted more verification photos (including the selfie with your ID and "Candy Casino" note), and again waited a few days. During that time, you kept playing and your balance increased to about €8,500. You requested a €6,500 withdrawal, left €1,500 in your account, and €500 as playable chips,but then your balance suddenly dropped to zero.

You were left waiting for an €800 withdrawal, of which only €400 was eventually paid, with the casino saying the rest would follow.

Did I get that right?

And could you tell me how the casino explained this outcome? Sometimes the situation depends on specific bonus terms, like a maximum withdrawal limit or whether the bonus funds have to be withdrawn before playing again, so their clarification would really help us understand what happened here.

Let me know, please.

Yes, that's exactly what happened. I read the bonus right before I made the deposit and it said 20x wagering, which was €800, which I've now received from them after a long wait. I asked them if I could continue playing with this money and they said yes you can. Then only when I made my first withdrawal did they say that out of the €8500 I'd only get €800.

In my opinion, the casino required you to withdraw your balance immediately after finishing the bonus; otherwise, the bonus limitations would remain active, as only a withdrawal can end the bonus.

Perhaps you should withdraw the money once the wagering is finished. Sad to say, those technical bonus solutions are very often quite illogical and the player won't conclude that on his own.

Hence, I'd like to repeat: could you please tell me how the casino explained this outcome?

Occasionally the situation depends on specific bonus terms, like a maximum withdrawal limit or whether the bonus funds have to be withdrawn before playing again, so their clarification would really help us understand what happened here.

Yes, the casino only told me after I had won that €8,500. When I made the €6,500 and €1,500 withdrawals, it didn't matter if I had won €10,000, I wouldn't get €800. I asked them why they couldn't tell me this earlier because I made smaller withdrawals, but I didn't get an answer.

Well, is this stated in the rules, perhaps? I checked out briefly but could not find anything concrete. I agree the casino should respond to you openly and clear out any doubts you may have.

Perhaps if we begin with the specific bonus, we can come up with something. What specific bonus did you take, please?

There is a bonus where there is 200% first deposit and some Max withdrawal. And the turnover was 40x which was 3700€ for me

The thing is that even though I asked them about continuing to play, they said that the balance was free, but it should have been withdrawn to the account immediately, which was impossible because they spent more than 3 weeks with these dockers. And if I had lost the money, I wouldn't have gotten anything, but when I continued playing and won, I got 800€. The customer service is really terrible, as is the casino.

Oh, so the casino told you that you had to withdraw, but at the same time, the withdrawal wasn't carried out by the casino. Ah! I really appreciate you helping me understand that.

In that case, it seems there isn't much left to discuss. The picture is obvious and it must have been very difficult! Thank you for your efforts and patience. Perhaps other players will eventually have something to add.

The casino never told me that you should withdraw the money first. Then when the docs were approved and I had made €6500 and €1500 after this I asked why this was the answer was that I am not eligible as I have made €800

I believe this is what I mentioned earlier. Many casinos require players to immediately withdraw any money won from bonuses, as the system continues to enforce bonus limitations even after the wagering requirements have been met. We call it the "technical withdrawal," and in my opinion it is a very illogical solution.

Fair to say, it's easier for casinos this way but irrational for players.

The wagering has been completed, the winnings have been capped and transferred to the real balance, but a withdrawal is still technically required so the bonus limitations end.

Such things need to be clearly specified in the rules and in the bonus; otherwise, the player has literally no way of finding out on his own.

I have a strong feeling this is what happened to you.

I tried to find out which specific bonus you took and whether the associated technical steps are mentioned in the Terms and Conditions.

I have sent a message to support and customer support but they are not answering anything. Customer service did not tell me anything but said that you can continue playing but I do not recommend the casino to anyone because they have problems with payments and the customer service is really bad this is of course my opinion they just scammed me.

I very much respect your experience, and I have no intention of pressing you further. Hopefully, Igor will help out. I personally thank you for your patience here with me. 🙏

If only you could keep me updated on the progress, that would be fantastic. I'd love to know the outcome of the complaint and how you fare.

I can tell you when I get a clear answer myself.

Thank you very much.

The clear answer is that the customer service is really bad, the casino washed its hands of it, which was no surprise.

Hello and thank you for getting back here. I'm sorry to see the matter has not been resolved yet. the way I see it in the complaint, though, Igor appears not to be very amused by the casino last response...

Do you see the same?

I'm curious when I asked them many times if I could play and they said you could, this is what happened in the withdrawal situation.