The player from Germany faced issues withdrawing money from the casino, as he was accused of not making a deposit between no-deposit bonuses. He asserted that he had properly deposited €25 before utilizing the no-deposit codes and believed that the casino's requirement for an additional deposit of €200 was unfounded. The issue was resolved after the player reached an agreement with the operator, and the complaint was marked as 'resolved' by us.
Fresh Casino - Player’s withdrawal is delayed due to bonus conditions.
Amount: €200
Fresh Casino
Safety Index:HighSafety Index
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8.9
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 month ago
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1 month ago
Translation
I am accused of not making a deposit between two no-deposit bonus offers and now I am required to deposit the converted amount of €200 again and wager it 3 times before I can withdraw. However, this is not the case. On 06.10.24, I received an email with a no-deposit bonus that I unfortunately couldn't wager. On 08.10.24, I made a deposit of €25. On 11.10.2024, I was able to use one of 10 no-deposit codes through the WhatsApp community and received €22.05 in bonus money. The wager is x30 and the maximum payout is x10 of the received bonus amount. I'm consistently told that I must make a deposit after using a no-deposit bonus to meet this condition of a deposit of the won real money. However, as described above, I have properly done so. Here is the condition described:
Condition of the Casino:
In case of repeated use of cumulative bonuses without deposits on the company's site, without making a cash deposit in between, the casino reserves the right to require the user to make a deposit equal to the converted bonus money in their account at the time of a withdrawal request (not less than €10) and to wager the deposit three times. If the user refuses to make a deposit, all received cumulative no-deposit bonuses and all associated winnings will be considered invalid.
I therefore ask for your support.
Thank you
Andreas
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1 month ago
Dear TheCooN82,
Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you’re experiencing regarding the casino's bonus withdrawal conditions.
- To better understand your situation, could you clarify if the casino explicitly mentioned that the deposit on 08.10.24 did not meet their requirements?
- Did the casino provide any timeframe or details about the cumulative bonus conditions being violated?
- Have you attempted to discuss this specific deposit with them directly?
- Additionally, could you confirm if there were any other no-deposit bonuses or similar promotions used between 06.10.24 and 11.10.24 that the casino may be considering?
Your cooperation is essential to help us move forward. Could you please forward any relevant communication or screenshots of the casino’s responses to petronela.k@casino.guru? This will allow us to examine the case in more detail.
I hope we will be able to help you resolve this issue as soon as possible.
Thank you in advance for your reply.
Best regards,
Petronela
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1 month ago
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Thank you very much for your super fast help. I sent you an email
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1 month ago
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Additional comments from the player:
I have reached an agreement with the operator. Can you please delete the complaint request?
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1 month ago
Dear TheCooN82,
Great news :) We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot (here). An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Petronela
Casino.Guru
