Odds96 Casino - Player’s winnings have been reduced.

Sir I deposited 10000 INR astropay in odds96 casino on 6th April with 10000 INR astropay and I did 1x+ wagering well in game play then I applied withdrawal but my withdrawal was canceled and it was told that you complete 5x wagering then withdrawal will be available when There was no rule for this even then I completed 5x wagering then I withdraw 8500 INR but that too was canceled and my verify account was suspended and opened after 2 days then 5324 INR was deducted from my acount And 3196 INR was credited to my account while my total was INR 8520 And what I am talking about sending back the money deducted by them, they are agreeing. Sir you are the only one who can teach him a lesson please help me sir.

Dear raghuraj9060,

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. Have you accumulated your winnings with or without an active bonus, please? If you redeemed any promotional offer, please specify which one was it. You can forward its name or a specific link when replying.

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 your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Sir I did not activate any offer while depositing money and neither did I get any bonus, I used astrapay as payment method while depositing in odds96 and deposited 10000 INR. And I didn't get any offer, no bonus benefit sir. sir please help

Thank you, raghuraj9060, for your reply. I have checked the general terms and conditions, and this is what I found (here):

2.1.5. You accept and acknowledge that to withdraw funds from your account balance, you must fulfill a wagering requirement of at least 1 (one) time the deposited amount.

If you didn't activate any promotional offer when placing your last deposit and wagered your real money once already, you should be able to place a withdrawal request.

Have you been advised why the wagering requirements were increased in your case?

Yes sir, I have wagered my deposit amount 1x then I have applied withdrawal amount but it was canceled and told to wager 5x deposit amount then withdrawal will be available. He rules no. As per 2.1.7 told to do 5 times and I completed that also then I made a withdrawal of 8500INR but that too was canceled and my account was suspended.

Sir, I have not activated any promotional offer. And even after my account was verified, it was suspended.

Thank you very much, raghuraj9060, for providing all the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Dear raghuraj9060,

I am so sorry to hear about your problem. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite an Odds96 Casino representative to join this conversation and participate in the resolution of this complaint.

Dear Odds96 Casino,

Could you please state why the player's withdrawal has not yet been paid out? Is there any reason the funds were deducted from the player's cashier? Do you have any reason to raise the player wagering requirements?

"2.1.5. You accept and acknowledge that to withdraw funds from your account balance, you must fulfill a wagering requirement of at least 1 (one) time the deposited amount."

As mentioned in the terms and conditions, the one-time wagering is sufficient, and the player should have been able to request a withdrawal.

Thank you in advance for providing the information.

I am looking forward to your response.

Kind regards,

Stefan

Hello,

Customer deposit via Astropay and received a bonus (https://odds96.in/en/sports/account/bonuses#promotions).

Customer played live casino games and violated our rules -1.6.1.11. there are reasons to believe that a Client's account is not used for betting and other game-related activities.

If you have any other questions, please contact us.

Kind regards,

Odds96

Dear Odds96 Casino,

Could you be more specific? We cannot investigate further based on this statement.

I am looking forward to your response.

Kind regards,

Stefan

Sir he has imposed different rules on me and has deducted my money, I have not violated that rule, he has forcefully deducted money from my account.

We would like to ask the 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 negatively affect its rating.

Dear Stefan,

An email was sent to your email address with some questions that we need to clarify before we respond.

Many thanks in advance.

Kind regards,

Odds96

Sir will I get my money back or not which was deducted by odds96 for 5324INR. I didn't violate any of its rules yet they deducted money from my account please sir help me to refund my money

Dear raghuraj9060,

We will discuss the complaint internally and let you know when we know more about the investigation.

Your patience is much appreciated.

Kind regards,

Stefan

Sir, in how many days my case will be solved. Will I get my money or not? please hurry up sir

Dear raghuraj9060,

Due to the absence of my colleague, I'm now taking over your complaint. I'm sorry about the delay caused.

Let me contact the casino once again in order to investigate the matter.

Dear Odds96 Casino,

I kindly ask you to forward any relevant evidence regarding the case to my email address: tomas.k@casino.guru

Thank you very much.

Kind regards,

Tomas

How much more time will it take sir? It's been more than 2 months since my case. Sir please solve my work as soon as possible.

Hi Tomas!

I've sent the letter to your email address.

Dear Odds96 Casino,

So far, I haven't received anything. Can you please double-check and forward it again?

tomas.k@casino.guru

Thank you.

Kind regards,

Tomas

That's strange, actually.

Can you check your "Spam" folder? As I can see from my side, they were delivered but not seen yet.

Both emails were sent to tomas.k@casino.guru at 4:32 PM on 12/07/23.

Dear Odds96 Casino,

I can confirm I haven't received anything. May I please ask you to forward it again?

Thank you.

Kind regards,

Tomas

Dear raghuraj9060,

I have received information from the casino that you played your balance down to zero.

Can you please confirm if it's correct? Thank you.

Kind regards,

Tomas

no i didn't do amount zero in ods96.

Can you please provide us with a screenshot of your casino balance? You can post it here.

Thank you.

Kind regards,

Tomas

Dear raghuraj9060,

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.

Dear all,

Unfortunately, the player has not responded to our messages and questions. Moreover, the casino has presented proof that the player gambled their balance to zero.

Consequently, we have no choice but to reject this complaint.

Kind regards,

Tomas