The player from Italy deposited €80 and received a bonus of €20. After playing, he accumulated winnings of €840 which they want to withdraw. But, their total balance is locked due to the bonus, and they are unable to withdraw the winnings. Player’s complaint has been resolved successfully.
NineCasino - Player's winnings locked due to bonus.
Amount: €800
NineCasino
Safety Index:HighSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
6 months ago
Public
Public
6 months ago
Translation
Hello,
I made four deposits of €20 each, using the welcome bonus.
As a result, they credited me with another €20.
By playing, I've reached the sum I desired.
I would like to make a WITHDRAWAL, but I cannot withdraw the entire sum because it says "Balance locked by bonus".
Therefore, what should I do or how do I proceed?
Can I not withdraw the money I've accumulated?
I've tried to cancel the bonus, but it tells me that if I do, I might lose the sum of money I've accumulated through the bonus.
I made a deposit anyway of €80 (divided into 4 parts).
And honestly, having reached a winning sum of €840, I don't want to lose that money, how do we sort this?
I await your response.
THANK YOU.
Automatic translation:
Public
Public
6 months ago
Dear Prince.9900,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Could you please advise if the mandatory bonus wagering has been completed?
- Have you tried to communicate this issue with the casino directly?
If there’s any relevant communication, please forward it to petronela.k@casino.guru.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Petronela
Public
Public
6 months ago
Dear Prince.9900,
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.
Public
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6 months ago
Translation
Hi, problem solved,
for those who don't know, if this happens to someone, just do "cancel bonus" and it takes away the money you have accumulated with the bonus money, on the contrary if you have accumulated money with the money you paid, you will be left with the amount you won .
like me, they only took away the €20 I had as an extra bonus.
consequently I made a withdrawal of €800, leaving the €20 on the casino app
thanks again for your availability!
Automatic translation:
Public
Public
6 months ago
As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Prince.9900, for your confirmation, and please don’t 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,
Petronela
Casino.Guru
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