Dear Sandyt83,
Thank you very much for submitting your complaint. I'm sorry to hear about the problem you encountered with your gaming experience at the online casino.
To better understand the situation and assist you effectively, could you please provide us with some additional details?
- Could you please confirm that you accumulated your winnings from a free bonus?
I have checked the general bonus terms and conditions, and this is what I found (here):
1.8. The maximum withdrawal limit from a no deposit bonus including free spins is €50. The maximum withdrawal limit from no deposit free spins is €50. The maximum win restriction persists after the completion of the wagering requirement. The maximum you will ever be able to withdraw from play with funds associated with a (no deposit) bonus is €50. If the bonus offered is more than €50 then the maximum cash-out will be equal to the bonus amount offered. To request a withdrawal, you must fully verify your account and make a minimum deposit.
If your winnings were accumulated from a free bonus, you're entitled to withdraw only the maximum cashout amount, capped at €50. However, considering the minimum withdrawal threshold is €200, the casino ought to permit you to add €150 to your account. With this additional deposit, you can then request a withdrawal of your entire balance, totaling €200, without the need for further wagering. It's important to note that withdrawal limits (minimums) are determined by the payment providers, not the casino itself.
If you have any relevant communication or documentation related to this issue, please feel free to forward it along with your game history to petronela.k@casino.guru.
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Petronela
Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.
Dear Sandyt83,
Thank you very much for submitting your complaint. I'm sorry to hear about the problem you encountered with your gaming experience at the online casino.
To better understand the situation and assist you effectively, could you please provide us with some additional details?
- Could you please confirm that you accumulated your winnings from a free bonus?
I have checked the general bonus terms and conditions, and this is what I found (here):
1.8. The maximum withdrawal limit from a no deposit bonus including free spins is €50. The maximum withdrawal limit from no deposit free spins is €50. The maximum win restriction persists after the completion of the wagering requirement. The maximum you will ever be able to withdraw from play with funds associated with a (no deposit) bonus is €50. If the bonus offered is more than €50 then the maximum cash-out will be equal to the bonus amount offered. To request a withdrawal, you must fully verify your account and make a minimum deposit.
If your winnings were accumulated from a free bonus, you're entitled to withdraw only the maximum cashout amount, capped at €50. However, considering the minimum withdrawal threshold is €200, the casino ought to permit you to add €150 to your account. With this additional deposit, you can then request a withdrawal of your entire balance, totaling €200, without the need for further wagering. It's important to note that withdrawal limits (minimums) are determined by the payment providers, not the casino itself.
If you have any relevant communication or documentation related to this issue, please feel free to forward it along with your game history to petronela.k@casino.guru.
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Petronela
Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.
Edited by a Casino Guru admin