Dear Friedeggz,
Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you are experiencing with your withdrawal from the online casino.
To better understand your situation and assist you effectively, could you please provide more details on the following points:
- Could you confirm the exact date when you made the initial deposit of $25 required to withdraw your winnings?
- Have you received any official communication or notifications from the casino regarding the status of your withdrawal request?
- When you attempted to contact the casino's support, did you receive any automated responses or case numbers acknowledging your query?
- Can you provide the screenshots of the pending withdrawal section and the support screen you mentioned?
Additionally, if you have any relevant communication with the casino, please forward it to petronela.k@casino.guru.
Meanwhile, I have checked the general terms and conditions and this is what I found (here):
Promotional Terms and Conditions
Winnings from free money and free credit promotions will be transferred to your real money balance only once the 50 X wagering requirement has been met and are withdrawable, capped to a maximum amount of R100. To qualify for withdrawal of the Free money/free credit winnings, a minimum deposit of R100 must be made and subsequently played through at 50 x turnover. R100 is the maximum payout for free money/credits issued.
It means that if your winnings come solely from a free bonus, there will be a maximum cashout limit when you request a withdrawal.
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
Dear Friedeggz,
Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you are experiencing with your withdrawal from the online casino.
To better understand your situation and assist you effectively, could you please provide more details on the following points:
- Could you confirm the exact date when you made the initial deposit of $25 required to withdraw your winnings?
- Have you received any official communication or notifications from the casino regarding the status of your withdrawal request?
- When you attempted to contact the casino's support, did you receive any automated responses or case numbers acknowledging your query?
- Can you provide the screenshots of the pending withdrawal section and the support screen you mentioned?
Additionally, if you have any relevant communication with the casino, please forward it to petronela.k@casino.guru.
Meanwhile, I have checked the general terms and conditions and this is what I found (here):
Promotional Terms and Conditions
Winnings from free money and free credit promotions will be transferred to your real money balance only once the 50 X wagering requirement has been met and are withdrawable, capped to a maximum amount of R100. To qualify for withdrawal of the Free money/free credit winnings, a minimum deposit of R100 must be made and subsequently played through at 50 x turnover. R100 is the maximum payout for free money/credits issued.
It means that if your winnings come solely from a free bonus, there will be a maximum cashout limit when you request a withdrawal.
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