The player from Spain is struggling to receive his winnings from bonus play. We rejected the complaint because the player didn't respond to our messages and questions.
I have won € 800 with the registration bonus without deposit and now they don't let me withdraw it, in the terms and conditions of the voucher they say nothing, could you help me collect it?
Dear Patxi,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked bonus terms and conditions, and this is what I found:
"If they never have deposited Players from particular nations may not cash-out of free processor offers. These players may partake of said processors that are free for entertainment purposes only. Please contact Customer Support to find out the list of excluded countries to see whether your state is included."
I have contacted the live chat agent and, unfortunately, Spain is listed between excluded countries. I understand that it would be preferred if the whole list of restricted countries was published in T&Cs, but in this specific case you have to contact Customer Support. Free chip is meant for "testing the waters". Sadly, there is not much I can do for you to support this case. If there is anything else, I could help you with, please do not hesitate to contact me, otherwise I will be forced to reject this complaint as unjustified. Thank you for your understanding.
Best regards,
Petronela