The player from Germany faces difficulties withdrawing €120 earned with a no-deposit bonus due to the casino's requirement to make a deposit and wager it three times, referring to the terms and conditions. He argues that he has made multiple deposits across various casinos and finds the situation unfair, as this is his first withdrawal from a no-deposit bonus.
Sol Casino - Player's withdrawal is delayed due to bonus conditions.
Amount: €120
Sol Casino
Safety Index:HighSafety Index
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8.9
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Case opened
Current status
Waiting for player to reply
4d 19h 28m 28s
Case summary
2 days ago
Public
Public
1 week ago
Translation
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Dear Casino Guru Team,
I reached €120 with a no-deposit bonus and wanted to withdraw it. After several failed withdrawal attempts, I contacted support, and they told me I need to deposit an amount equivalent to the bonus (120€) and wager it three times before I can withdraw the bonus funds.
They refer to section 28.6 of the terms and conditions:
- In the case of repeated use of cumulative no-deposit bonuses on the company's sites, without making a cash deposit in between, the casino reserves the right to ask the user to make a deposit equivalent to the bonus funds on their account at the time of the withdrawal request (not less than 10€), and to wager the deposit three times. If the user refuses to make a deposit, all received cumulative bonuses without deposit and all associated winnings will be considered invalid.
I would find it justified if they referred to the terms and conditions if I were a player who registered on all the company's sites, made no deposits, and only used no-deposit bonuses.
In my case, however, I have listed all my deposits at the company's casinos below:
Monro Casino: 4 deposits
Drip Casino: 3 deposits
1Go Casino: 3 deposits
Sol Casino: 3 deposits
Gizbro Casino: 3 deposits
Lex Casino: 3 deposits
Jet Casino: 4 deposits
Legzo Casino: 2 deposits
Starda Casino: 3 deposits
Fresh Casino: 3 deposits
As you can see, I've already made many deposits, and this is the first time I've managed to reach a withdrawal from a no-deposit bonus. Therefore, I find it outrageous that they are relying on the aforementioned terms and conditions in my case. I am a loyal player on the operator's sites and wish to remain so in the future. If this problem cannot be resolved, I will reconsider my decision.
My account is fully verified and I have no issues in contact with the casino.
I hope you can help me,
Best regards, Florian
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Public
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1 week ago
Dear ragepresident96,
Thank you very much for submitting this complaint. I'm sorry to hear about your problem.
Please note that no-deposit bonuses often come with additional terms and conditions that players must follow to be eligible for withdrawals. Many online casinos explicitly prohibit claiming multiple no-deposit bonuses in a row without making a deposit in between.
I understand how frustrating it can be to have winnings from a no-deposit bonus blocked, especially when you’ve previously made deposits across the operator's sister sites. However, the fact remains that these bonuses are promotional offers, not real money deposits. The casino's request to make a deposit and wager it before withdrawing winnings is consistent with their terms and conditions.
It's important to clarify that this rule is not based on the total deposits made across sister sites but on the use of multiple no-deposit bonuses without making real money deposits in between. While I understand your frustration, the casino's policy ensures that promotional offers are used fairly.
If you decide not to comply with this rule, you won't lose any of your real money, as this situation only pertains to bonus funds.
- Could you please specify if you made any deposits to Sol Casino?
- Is it possible that you claimed several no-deposit bonuses in a row either in Sol Casino or its sister sites?
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
Veronika
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1 week ago
Translation
Yes, I made 3 deposits at Sol Casino. I can't really say whether I claimed multiple no deposit bonuses, I have absolutely no overview. I've added 2 screenshots (transaction history and bonus history), maybe it will help
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3 days ago
Translation
It's unusual not to have received any response for days. I assume I can forget about the €120?
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2 days ago
Dear ragepresident96,
Thank you for reaching out and I sincerely apologize for the delay in responding. We are currently managing over 900 active complaints. While we strive to reply as quickly as possible, it is not always feasible to address all messages immediately. We have a 7-day response window for each complaint and will always get back to you as soon as we can. Thank you for your patience and understanding.
Regarding the screenshots you provided, I see that you made three consecutive deposits to Sol Casino back in July. Since then, you have activated the following bonuses (in addition to the welcome bonuses and a cashback bonus):
- GOLD BONUS
- GELDHUND BONUS
- SWEET77 BONUS
Could you kindly specify which of these bonuses were free, no-deposit bonuses?
Thank you, and I look forward to your reply.
ragepresident96 has 4d 19h 28m 28s to reply
