The player from Italy has been advised that she needs to complete wagering requirements. We rejected the complaint because the player didn't respond to our messages and questions.
I am told that I must complete the bets but I cannot understand what it means
Dear Matilde,
Thank you very much for your query. Could you please advise if you have activated any bonus when depositing funds in to your account? I have checked terms and conditions carefully, and this is what I found:
Real money: "It is not allowed to withdraw the amounts deposited and not played, unless the Game Account is closed." – this means if you’ve deposited €100, you need to place total bets in the corresponding amount before being able to withdraw your winnings.
If you have redeemed any promotional offer, could you please clarify which particular bonus was it? Please forward me its name or a specific link. 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,
Petronela