Onedun Casino - Player protests additional turnover requirement for withdrawal.

The casino is not paying out. According to their terms and conditions, you must wager 1x the deposit amount. I have certainly fulfilled this in every respect. Now they are demanding additional turnover before a payout.

Dear lillypeter,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the terms and conditions, and this is what I found (here):

13. If a Gambler requested a withdrawal of the funds, but the sum of bets since the last deposit is less than 1x (one) times the size of that deposit, the Casino reserves the right to charge the Gambler the costs of transaction processing, including deposits and withdrawals.

It is not unusual for a casino to have this rule. Some casinos require deposit wagering 1x, some 3x or 5x, but you can find casinos with even higher wagering requirements for real money.

Mandatory real money wagering has been introduced by the AML (Anti-Money Laundering) Regulations for Gaming and Gambling Industry and is usually set by the Licensing Authority. All serious and licensed casinos have to comply and follow these policies.

• Could you please advise how much was your last real money deposit?
• Have you activated any promotional offers when placing your last deposit?

Looking forward to hearing from you.

Best regards,

Petronela

Hello Petronella!

The deposit was 100 euros. And I haven't activated any bonus

Best regards

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

Hello there,

Thank you lillypeter for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Onedun Casino for their help in resolving this complaint. We would like to know how we can help resolve this issue.

Thank you!

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.

Thanks for the support. Case solved

Dear lillypeter,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not 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,

Peter