Cash withdrawal canceled

I received a no deposit bonus when joining an online casino.

Luckily, with those €10 bonuses, I managed to earn considerable winnings in a very short time.

As soon as I got this amount for their support, I asked if the amount raised was real money and I could withdraw it. So I wanted to get up. They asked me for documentation. It was validated by them. I received emails confirming the processing of the withdrawal, to be carried out within a period of up to five working days.

To my surprise, the same day, +/- 3 hours after receiving confirmation of payment processing, I received an email informing me that the withdrawal had been cancelled.

I spoke to support several times to try to unblock the situation, the response was always the same, by different support agents (it felt like they had a script, a copy/paste script, and assuring myself that I would get a quick response. I didn't get any answer.

I want to raise what is mine, and they refuse and totally ignore me

It was my first experience in an online casino.

I am trying to resolve the situation in appropriate and capable instances.

I feel like I was literally ripped off and the casino acted in bad faith as I met all the requirements to withdraw the money.

With this experience, I lost all confidence in online casinos.

I will do whatever is necessary with my own entities, and even in court to have access to what is rightfully mine.

Hello, it would be very useful to know in which casino you played.

Bonuses can be pretty tricky at some point since you mentioned it was your first-time experience, I'd like to ask a few questions: Did you check bonuses Terms&Conditions, please? Did you meet the wagering requirement? Did the casino confirm that you can withdraw? What is most important, what does the casino reply to you?

You can always submit a complaint here when the need arises.

Hi,

Yes, I met the wagering requirements (it was on PokerStars), I had to get 50 points ( rules here : https://www.pokerstars.pt/casino/sites/ppc/ppc/10-offer/1/?adp=&aid = 80651136621 & cid = 8118357560 & Cr = 499291881243 & dv = m & gclid = Cj0KCQiAq7COBhC2ARIsANsPATGPiUkWokuLIRu2Y93AgPqsjt2pB9EWnn-5xQvKjWjLHxiEeWJHOaQaAprZEALw_wcB & KWD = pokerstars% 20casino & kwid = KWD-11816614073 & mkwid = sdjGyh3IU_dm% 7Cpcrid% 7C499291881243% 7Cpkw% 7Cpokerstars% 20casino% 7Cpmt% 7Ce% 7Cslid% 7C% 7Cpgrid% 7C80651136621% 7Cptaid% 7Ckwd-11816614073 & mt =e&utm_campaign=&utm_medium=cpc&utm_source=google. As soon as I got it and as I said I accumulated a good amount, I talked to them, they said I could withdraw, so much so that later I talked to them again to help me with the withdrawal. I confirmed that it was done successfully and that now I would just have to wait for the processing to be done for my account (I have emails to confirm). A few hours later I received an email, this time in English and not in Portuguese (the ant higher), with the following content:

"" After a routine review of your latest withdrawal it has come to our attention that all of the funds came directly from a bonus credit to your account.

All bonus credits deposited to your account are intended for play, and are not permitted to be withdrawn without significant play.

In this case, your withdrawal has been canceled and the funds have been returned to your account.

If you have any further queries or concerns, please visit our help page: Help Center

We thank you for your cooperation and understanding."

thank you for your help

Proof of how it was accepted for withdrawal is attached.

Hi,

I just received the email (below).

If so the bonuses don't make any sense, for that we entered the Casino and played with the demos.

Note: they offered me €10 welcome and with that amount I got €683

""Thank you for your contact.

Please note that the bonus must be used for the purpose of our platform which is to play, and you will not be able to request a withdrawal from it.

We appreciate your understanding and wish you good luck at our tables.

Best regards,""

What? So you got a bonus, but the casino is telling you that you're not allowed to withdraw any of the winnings? Are they serious?

Yea!!!!!

If you have read everything I sent you, you will see that they are acting in bad faith

This by law is considered a crime.

I do not know what to do.

Hello, you should consider submitting a complaint here: https://casino.guru/complaints We have a special complaint team, they will look into it and do their best to help you.

Good morning,

Do you have the legal powers to claim this situation with them?

Grateful

No, we don't have legal powers, but we can contact the casino representatives regarding your case. We managed to solve thousands of cases this way during last 2 years.

From what I've investigated this particular Casino, it's very difficult to achieve anything.

There are hundreds of players with complaints, and playing for real money (they made previous deposits). Furthermore, I contacted an official entity, which confirmed that there were many complaints, and with little chance of success

However, if they do, what do they need? Have you analyzed my case, with what I sent you? Am I right in what I say?

Submit a complaint, please. If you don't submit it, we can't contact the casino on your behalf. Please, do so here.

Happens alot as I'm finding out even more even tho you deposit they still open close your accounts as they wish I got 2 I deposited 18x over $1100 owed to me they closed like 6 of my accounts with $$ inside ( these online casinos need to be governed and held to terms and conditions that favor us players also!! I hope they pay you I would do anything contacted gaming commisions regulatory but problem is they offshore elsewhere 35 days now they not answering chats and email

Problem is it falls under cyber crime but out of us reach and not regulated by usa

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