Old Havana Casino - Player’s winnings have been voided.

We want to let you know that your withdrawal request has been declined because you did not accomplish the wagering requirements of the promotion you were given.

"All Bonuses and Promotions require double wagering play through prior to cashing out or processing any withdrawal request. Any winnings that do not comply with the required doubled playthrough for any given bonus, will be void"

You are Short in wagers  $3,827.80 
Required wagers             $7,680.00    
Performed wagers           $3,852.20 

Additionally, we invite you to review the terms and conditions of playing with free promotions.

https://www.oldhavanacasino.eu/terms-conditions.php

7- FOR FREE BONUSES: Upon requesting for the withdrawal of the winnings, the player shall place at least one deposit to verify the account in the system. The minimum amount of the withdrawal starts with $150; following up on that, the player will be required to place a deposit, equal to the difference between min withdrawal amount and max cashout won from the No Deposit Bonus (unless otherwise stated). The amount of the placed deposit shall be additionally subject to bets in the face amount of the deposit done prior to requesting for the cashout.

22- Players from EUROPE: All Bonuses and Promotions require double wagering play through prior to cashing out or processing any withdrawal request. Any winnings that do not comply with the required doubled playthrough for any given bonus, will be void.

Best Regards,
 

Additional comments from the player: 

"I completed the wangering..and my balance was withdrawable..I tried to make the withdrawal, two days later I received an email saying that for European countries wangering must be played twice, at this point rather than letting me continue playing they took my $ 600"

Dear Monteattu,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please could you forward me a link of the specific bonus that you have redeemed? I would like to check promotional terms and conditions. Additionally, please could you advise if you have deposited any funds into your account and what payment method you have opted for? I hope we will be able to help you as soon as possible. Looking forward to hearing from you.

Best regards, 

Petronela

Dear Monteattu,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.