The player played with a no deposit bonus and managed to win some money. However, he doesn’t seem to be able to withdraw his winnings. We closed the complaint as ‘unresolved’ because the casino failed to reply.
La Fiesta Casino - Player’s unable to cash out his winnings from a no deposit bonus.
Black points: 30
Amount: €70
La Fiesta Casino
Safety Index:Very lowSafety Index
Casinos with a Very low Safety Index usually have many relevant complaints from players or other relevant issues. In general, we don't recommend playing at casinos with a Very low Safety Index.
Unresolved
Our verdict
No reaction, passive regulator
UNRESOLVED
Case summary
4 years ago
Public
Public
4 years ago
Translation
Hi,
At the beginning of October I received a bonus of 5 € from the casino.
After fulfilling the turnover conditions remained 75 € left.
The first payout failed due to a lack of deposit. In the course of this, the bonus amount was reduced to 50 €.
By email I received the information that I can pay 70 € after successful deposit of 20 €.
After more than 2 weeks of waiting and successful verification, also via call, I was informed that I am registered with partner casinos and therefore can not use a bonus.
Not only that I can not understand that, even the payment of the deposit amount is still waiting for 1 week has not yet occurred and there is no indication from the operator to want to remit this sum.
(Statement in LiveChat today: "Yeah, soon ...")
In addition, every new LiveChat attempt is in principle meaningless, because no employee knows what someone else has previously written.
I would like to receive my 70 €, but since this seems impossible, at least get the deposit amount back!
Let's see how the matter ends ... Cooperation looks different at least.
LG
Automatic translation:
Public
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4 years ago
Dear Normen,
Thank you for bringing your complaint to our attention. I'm sorry to hear that you've been having difficulties with cashing out your winnings. I looked at the casino’s T&Cs but I haven’t found the restriction regarding being registered with partner casinos. The live chat support couldn’t answer this either. However, I found the following rule in the Bonus T&Cs concerning no deposit bonuses:
"- In order to withdraw winnings from a no deposit bonus, the player has to verify the account by depositing a minimum amount of €20 via credit card.
- €70 can be cashed out (€50 in winnings plus €20 deposited). Any amount over the maximum cash out will be automatically removed upon cash out."
This explains why your winnings were reduced to €50. Could you please specify which bonus exactly you played with? Also, could you please send us screenshots or a transcript of the conversation with the casino?
Best regards,
Peter
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4 years ago
Hi Normen,
Thank you for the reply and screenshots. Let me ask a question. The lady on live chat mentioned twice, that you didn't want to keep playing or stay active. Do you know what that means?
Best regards,
Peter
Public
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4 years ago
Translation
Hi Peter,
I do not know what the lady means, especially since the € 5 bonus was already implemented and the money is thus freely available.
So according to the email, I could withdraw 70 €, but that was banned because of "partner casinos".
I then first asked to pay the paid 20 €. As a result, the casino canceled the $ 70 payout and approved a $ 20 payout on October 30, 2019, which is not yet in my account. The remaining 50 € are gone and nobody tells me why.
That's all. I am very disappointed.
best regards
Edited
Automatic translation:
Public
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4 years ago
Hi Normen,
Thank you for the response. I've contacted the casino and now we will wait for a statement.
Best regards,
Peter
Public
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4 years ago
Translation
Hi Peter,
I have received my deposit of 20 € after 3 weeks back now.
The € 50 profit was confiscated without reason. I do not think that I will receive this money.
This casino should definitely be avoided!
best regards
Edited
Automatic translation:
Public
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4 years ago
Hi Normen,
Thank you for the update. The casino hasn't replied yet. We would like to ask the La Fiesta Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may affect its rating.
Best regards,
Peter
Public
Public
4 years ago
Hi Normen,
I'm really sorry to disappoint you, but since the casino doesn't react, we will not be able to help you. However, we will display the complaint on the casino’s review page and close it as unresolved. I understand this isn't a satisfactory solution of your problem, but it will negatively influence the rating of the casino which could eventually lead to changing their approach. I’m sorry I couldn't be of more help.
Best regards,
Peter
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