The player from Germany reported that the casino refused his payout due to not meeting the required deposit wagering. We closed the complaint as resolved since the player's account had been unlocked, and the winnings were paid out.
Gomblingo Casino - Player's withdrawal has been delayed due to wagering requirements.
Amount: €3,570
Gomblingo Casino
Safety Index:LowSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
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1 year ago
Translation
Good day,
The casino is refusing to process my payout. They are citing the reason that I haven’t met the required depositional turnover. According to their terms and conditions, one must wager their deposit five times over since the last payout, before a new payout can be requested.
Since the last payout, I have deposited a total of €1,050. This establishes a total wagering requirement of €5,250. I have already met this requirement. Despite this, the casino still refuses to process my payout for the aforementioned reason.
I have attached screenshots of the pertinent transactions and my play history for the relevant period - this clearly shows that the depositional turnover has been successfully completed.
Please resolve this issue with the casino to secure my payout.
Thank you!
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1 year ago
Translation
Submitted later: the transaction overview
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1 year ago
Dear ShakhtarD,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the terms and conditions, and this is what I found (here):
7.3.22. Funds which have been deposited and not used for wagering or gameplay shall not be available for withdrawal. In order to withdraw any or all deposited funds, such funds shall be wagered at least 5 times in full.
It is not unusual for a casino to have this rule. Some casinos require deposit wagering 1x, some 3x or 5x, but you can find casinos with even higher wagering requirements for real money.
Mandatory real money wagering has been introduced by the AML (Anti-Money Laundering) Regulations for the Gaming and Gambling Industry and is usually set by the Licensing Authority. All serious and licensed casinos have to comply and follow these policies.
Could you please advise how much was your last active deposit and how much wagering was completed?
Looking forward to hearing from you.
Best regards,
Petronela
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1 year ago
Translation
Hello, I have already uploaded the transaction overview (deposits) in the last post.
Here is an overview of the assignments for the relevant period:
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1 year ago
I just wanted you to confirm that your last active deposit of €350 was placed on the 31st of July. Have you been advised by the casino how much more of the wagering requirements they believe should be completed?
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1 year ago
Translation
Yes, my last active deposit was €350.
Moving on, the casino has now confirmed to me that I have met the wagering requirements. Proof of my Jeton Account and a selfie with ID were required from me, which I provided.
Today I found out that my account has been closed. I have not received the payment.
On request in the chat:
"Thank you for your patience, this is a business decision.
For this reason I have no further information."
and
"As soon as there is an update, you will be contacted immediately."
Please try to contact the casino and request a withdrawal.
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1 year ago
Thank you very much, ShakhtarD, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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1 year ago
Hi ShakhtarD,
I've reviewed your case and fully understand your concerns. I'll try my best to help you with the issue by contacting the casino.
I'd like to ask Gomblingo Casino to join this conversation and share more information regarding the case.
Can you please provide any reasons why the player's account has been blocked?
Best regards,
Tomas
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1 year ago
Dear Tomas and ShakhtarD,
Thank you for reaching out to us!
We have reviewed the case with the relevant department, and would like to inform you that the withdrawal was paid a few days ago, and their account is fully active.
Kind Regards,
Gomblingo Casino Team
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1 year ago
Translation
My account is no longer blocked and the payout was successful.
The case is solved and can be closed.
Thank you!
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1 year ago
Dear ShakhtarD,
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,
Tomas
