The player from Portugal fulfilled the wagering requirements of €10 at 400x but is unable to withdraw the resulting €100 winnings.
English:
Met the wagering requirements of €10 - 400x
Ended up with €100
Doesn't let me withdraw
Portuguese:
Cumpri o wager estabelecido de 10€ - 400x
Acabei os requisitos e fiquei com 100€
O casino não me deixa levantar os ganhos.
Hello Menducas,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Paradise 8 Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise if your account is already verified and if yes, since when exactly? What kind of bonus did you use? How exactly it does not allow you to withdraw, are you unable to request it or it gets canceled? When was the last time you spoke to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
The bonus I used was the 10€ free chip.
I can't request a withdrawal, I completed 400x of wager and turned it into real balance but the money doesn't show as possible to be withdrawn.
I've already emailed the casino contact and the casino financial contact and I'm waiting for a reply.
Nobody asked me for any documents to hand over and the personal details are duly filled in.
That's what they said... that once you have more than 3 bonuses, the bonus winnings can't be withdrawn.
I'll send the proof as an attachment.
Hello Menducas,
Did you request a withdrawal from the first 2 bonuses? When did you register your account?
I didn't request the withdrawal of the first 2 bonuses. I only tried this last one, where I won €100 on a 400x rollover.
They only let me withdraw bonuses if I deposit and then win a bonus after depositing. And that the €100 from this bonus can never be withdrawn.
They say they only pay for the bonus claimed and waggered after i make a deposit. And that free bonus that i won by wagering 400x, and won 100€ in the end that this free bonus cannot be withdraw.
This is wrong... i should be able to withdraw the 100€.
I have the money in the paradise8 account still, I am not touching it or betting it.
I really want to solve this so i can get the 100€ in my bank.
I guess all this rules is just the casino making excuses for players cannot withdraw their gains.
Can you help me please?
Thank you Menducas for all the information provided. I will now forward your complaint to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
Hello Menducas,
I'm Michal, and I have taken over your complaint. I have reviewed your case, and just so you know, every casino can limit how often a player can request a free chip bonus. Furthermore, it is quite a standard that the casinos have rules that there is a real money deposit required between further free chip bonuses. The question remains if your winnings really come from the 3rd free chip you claimed or if there were any previous free chip bonuses. I will contact the casino to shed more light on this matter.
We would like to invite Paradise 8 Casino to join the conversation.
Dear Paradise 8 Casino,
Can you please provide clarification along with any supporting documentation regarding the player's ineligibility for the winnings associated with the free chip bonus, due to their claim of more than four free bonuses? If this information cannot be shared publicly please forward it to me at michal.k@casino.guru
Hi everyone,
We checked the email in our system and found the customer's account.
The account was created on August 5th, while claiming 7 free chips/spins since. As of now, the account does not have any balance on it. The customer never deposited as well in order to activate his account for withdrawals.
Please let us know in case there is anything else we can help with.
Paradise8 Support
Thank you for the clarification, Paradise 8 Casino team.
Dear Menducas,
According to the information provided by the casino team, you have claimed seven free chips/spins without making a real money deposit. Consequently, you have not met the necessary conditions to withdraw any winnings associated with the bonus. I trust this explanation clarifies the matter. To prevent any future misunderstandings, I suggest carefully reviewing the terms and conditions of each bonus and adhering to them.
Is there anything else you require assistance with, or may I consider this matter addressed/resolved?