Horus Casino - Player’s struggling to withdraw his winnings.

I deposited for new players in a non-rotating campaign of 100 and 70 euros, where it was a condition to play the money once in order to get the money. In the second I won, including my own money, a total of over 170 euros and in the second several hundred. The amount of bonuses was reduced and I had to be entitled to withdraw more than 520 euros but the Casino reduced 170 euros for me even though I had finally combined withdrawals from the two, ie more than 520 euros, I was told I was not entitled to withdraw more than 350 euros, I got them

Dear Jteemu,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem but I’m afraid, I will need more information and details. Could you please elaborate? Do I understand it correctly that the amount of rewarded bonus has been deducted from your withdrawal? I have checked general bonus terms and conditions, and this is what I found https://www.horuscasino.com/en/info/bonus-terms-and-conditions:

„Each bonus in Welcome Package is "sticky" and will be forfeited once you make a withdrawal request. Bonus restrictions (maximum betting limit of 4€, forbidden games, maximum cashout of 5 times the received bonus amount) apply until the withdrawal request has been processed or winnings generated from mentioned bonus are part of players' balance.

Example: You deposit 100€ and get a 200€ bonus. You win an additional 500€ and have a total bonus balance of 800€. Once you request a withdrawal, the initial bonus of 200€ will be deducted from your balance, and you will be able to withdraw 600€ (which is within the maximum 5 times withdrawal limit, see clause 10.2.10)."

Please let us know if this advice was helpful or we need to intervene. Looking forward to hearing from you.

Best regards,

Petronela

Hi, I made a complaint to Horus Casino yesterday and admitted that the financial team had made a mistake with me and paid over 170 euros too little. Now I finally got apparently repatriated the missing money it will see in the next few days and Horus sent a payment message about the missing money just at least I got a receipt that the bank card would have paid just now. Wonderful thing. I had to withdraw initially two deposits, both of which you won had I paid separately. I then combined the withdrawal with 520 euros minus the bonus as it should be. I was deducted from 520-170 and got about € 350 but after my complaint when. I clarified the matter to the Casino, my money was apparently paid according to the receipt I just received. The casino claimed that the mistake was an injury. There was no kind of credit for me for the big mistake.

Dear Jteemu,

Do I understand it correctly that the casino has admitted a mistake and will pay you €170? I will leave this complaint opened until you will receive your rightful winnings. Please keep me updated. 

Yes. It still feels like the casino is playing dishonestly. The last time I lost money in my service was from my account. I stopped using the service.

Thank you very much, Jteemu, for the update. Do I understand it correctly that your problem has been resolved? Do I have your permission to close this complaint since you won’t be using their services anymore, or there’s anything else we could help you with? Thank you in advance for your reply.

You can close.

As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thank you very much, Jteemu, for your cooperation and confirmation and please don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Petronela

Casino.Guru