Lowen Play Casino ES - Player’s winnings confiscated due to bonus cancellation.

Good evening, I made a deposit of 100€ and was given a 100€ bonus. Well, it turns out that I was playing and when I won 285 € I wanted to withdraw the money. Customer service told me that to withdraw, I had to cancel the bonus. So, I thought, well they will deduct the 100 € bonus they gave me but I still have 185 that I can withdraw. I cancelled the bonus and my money disappeared. They tell me that the money was part of the bonus and cannot be withdrawn according to their terms. I think it's a scam because I won that money playing.

Dear deividlahoz,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Lowen Play Casino ES.

Please understand to withdraw the deposit bonus and any winnings associated with it, you must wager the received bonus. according to the rules of the bonus.

If you haven't yet wagered the bonus completely on some occasions your bonus can be canceled and the amount not yet used for playing returned to you.

Please allow me to ask you a few questions, so I can better understand the situation. 

• How far along the wagering of the bonus were you?
• Have you contacted casino support and asked for your bonus balance to be restored so you may finish wagering the bonus?
• Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Thanks for your email.

Please send me the chat transcript from your interaction with casino support regarding the issue. If you don't have the communication, please contact the casino again and save the communication in the form of a chat transcript or screenshots, and send them to me.

I'll await your reply.

Thanks for your email, Unfortunately. what Pauline wrote is how most casinos operate. If you decide to cancel your bonus any funds might be void, if you played with your deposit amount.

Have you asked the casino to restore your bonus balance for you to be allowed to complete wagering of the bonus? That might be the only possibility going forward, if we don't have other information available.

Please be prepared for the possibility this also might not be possible for the casino to arrange.

Dear deividlahoz,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.