Paradise 8 Casino - Player’s unable to request a withdrawal.

Hi, so I had 3 withdrawls submitted at paradise8 casino cuz I was entering them whenever the casino allowed me to ( the amount available to withdraw would change from 0 to 0- whatever max they were allowing me at the time). Guessing their withdrawl limits allowed only a certain amount in certain time frames so they are spread out. So on January 7th I entered the max amount for bitcoin withdrawal which was $598.15. Weird amount but that's what I was allowed. On the bonus I took, i know that $200 in bonus funds I had to give back out of that and it would only be for around $400. On the 8th I was allowed to enter another withdrawl, max of 400 so that's what I did. Then I wasnt allowed to submit another one until the 14th which I did for the max it let me which was $599. So all 3 pending withdrawals equaled about 1600 - 200 bonus funds they would be taking out so about $1400 is what I should have been paid out. On January 15th I received $830 in one bitcoin payout from them and all 3 pending withdrawals went away so they screwed me out of about $570 after taking their $200 back in bonus funds. I emailed them immediately on the 15th and asked them what's going on and they never replied. I sent another email a couple mornings ago on the 19th and still no reply. I still have another $400 in my account and I've been checking daily and they still arent giving me the option of withdrawing it. It's been so long that I know they are avoiding me. When I've emailed them previously with questions they always replied within 3 days. I'm hoping you guys can help me get my money back. You guys were able to help me get a withdrawl from a different site a year or so ago and hoping you can do the same cuz I think you guys are my only hope unless theres other sites that do the same as you and I can try them next if you cant. But I'm coming back here first cuz I know you guys are legit. If you cant help me get the rest of my payout atleast you can put the word out for people to be cautious using their site if they dont pay the rest. thanks in advance, I appreciate you guys and will be looking forward to hearing back from someone.

Dear Kcroyalflush,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Do I understand correctly that no balance was lost during your successful withdrawal from the casino? Is the only issue that you currently can’t request a withdrawal of the rest of your funds? Have you made any successful withdrawals from the casino in the past? Could you please confirm that you have passed the KYC verification?

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,

Tomas

Yes I've gotten a withdrawl in the past and got some of the current ones that were pending. The 3 pending were for about $1600 but they would have taken back $200 out of the first withdrawl due to those being bonus funds. Instead of sending me 3 separate payouts for the amount requested, they sent one bitcoin payout for $830. The rest of the money disappeared. I never got it paid out like it should have and they didnt put it back in my balance on their site either. Now it's been radio silence for a week and they use to reply in a couple days.

Kcroyalflush,

Could you explain what kind of promotional offer were your winnings from? What games did you play to achieve your win (slots, live games, multiplayer)? Please let me know.

I used a reload offer of deposit atleast $100 get 200% with zero playthrough requirement other then you have to win more then the bonus amount before you can request a withdrawl. I deposited the $100 then won on slots

just saw I could upload a screenshot on here so here's the bonus I played with

Thank you very much, Kcroyalflush, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello Kcroyalflush,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and I will contact the casino to see if I can help.

We would like to invite Paradise 8 Casino to join the conversation.

Dear Paradise 8 Casino,

Can you please provide information on why the player didn't receive the full amount of their withdrawal?

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.

Hello Kcroyalflush,

Could you please provide us with either your username or email you used to sign up?

Thank you for your cooperation,

Paradise8

Thank you for the response, Kcroyalflush.

Dear Paradise 8 Casino,

As can be seen on the screenshot of the bonus, there is no wagering required and there is no mention of the maximum withdrawal limit. Anyway if I understand it correctly the disputed sum of $570 is less than the 10x deposit maximum withdrawal limits ($1000 in this case), so from the information we have at the moment we don't see any reason why the player is not allowed to withdraw their winning. 

Hello,

Thank you for your cooperation.

Aside the fact that it is being stated in our T&Cs, which we ask our customers to read and sign before creating their account, each bonus states that the T&Cs apply on it as well and it seems like the screenshot shown is only a partial one.

We are attaching a picture of the full bonus details of the exact bonus the customer claimed. You may be able to see it in the bottom paragraph.

In addition, our live chat agents are very clear and transparent about the T&Cs and bonus rules on chat as well.

Thank you for your understanding once again.

Why would you guys go into detail on the bonus page where you click to accept the offer but leave out a top 2 most important detail of it?....especially when you guys keep claiming how clear and transparent you are. If you wanted to be clear and transparent that detail of the bonus would be listed on the bonus offer page with the other details of the offer lol

Thank you for the response and clarification, Paradise 8 Casino.

Dear Kcroyalflush,

We agree with you that the information about the 10x deposit maximum withdrawal limit is quite important and it should be mentioned in the bonus "short description", however, we always advise the players to read the bonus T&Cs and General casino T&Cs thoroughly before they activate any bonuses to avoid disappointments like this. A good thing is to double-check the bonus information/requirements with live chat if possible. If I understand correctly you have been paid the rightfully gained winnings and the rest was deducted according to the 10x deposit maximum withdrawal limit.

After gathering all the necessary information, our complaint team reached the conclusion that Paradise 8 Casino management acted in accordance with their terms and conditions, and we are forced to reject this complaint.

Sorry, we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Michal

Casino.Guru