Thebes Casino - Player’s withdrawal has been rejected.

Dear Kuroso,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

Have you tried to communicate with casino which exact rule has been breached and why your withdrawal has been rejected? Moreover, please specify which exact bonus you have redeemed and played? I would like to check terms and conditions. Do I understand correctly that you have accumulated your winnings from a No Deposit bonus?

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

At first, I got $100bonus and depositted$25.

Until I finished the required bet, I earned $811.86.

Then,my account turned to$132.59 and as I understood the bonus rules, I accepted.

Then, I betted the money left and I won$670.09.

So I tried to withdraw but I got only $100 in my ecopayz account and the rest money without$25 was removed.

Dear Kuroso,

Could you please forward your cashier and bonus histories to petronela.k@casino.guru? Thank you.

Hello I have just sent you a Mail.

Thank you.

Thank you very much, Kuroso, for your email. Do I understand correctly that you have accumulated your winnings initially, from Sign-up registration Free Spins with maximum cash out $100? Afterwards, you’ve deposited $25 to verify your payment method. Have you withdrawn successfully your $100 win? 

Yes only $100 was sent to my Ecopayz account.

But the winning was not from bonus money but from deposit.

Thank you

Hello is my reply already sent you?

Dear Kuroso,

In your earlier reply you have stated that: "Then, my account turned to$132.59 and as I understood the bonus rules, I accepted."

Have you received this payment?

No, I continued playing with the money.

Dear Kuroso,

If you have had an active balance accumulated from No Deposit bonus and then you deposited funds, it might get mixed and even if you have accumulated winnings later on, after depositing, it will be considered as the origin of winnings was No Deposit bonus, hence, maximum cash out will be applied.

We always recommend requesting a withdrawal after completing wagering requirements and not to continue playing. Any winnings accumulated from No Deposit withdrawable balance (with max cash out €100) will be considered as they’ve been accumulated from No Deposit offer itself. 

Please let me know if there is any additional information that I have overlooked otherwise, I will be forced to reject your complaint. Thank you.

Dear Kuroso,

We are extending the timer by 7 days. Please, do not hesitate to contact us if you need any assistance or help, otherwise, we will reject your complaint.

Thanks Petronera, Thebes casino paid me $100 even though it took 10days.

I give up the bonus money abandoned.

Regards, Soichiro

Thank you very much, Kuroso, for the update. Do I understand it correctly that your problem has been resolved? Do I have your permission to close this complaint or there’s anything else we could help you with? Thank you in advance for your reply.

Dear Kuroso,

Have you received your winnings? We are extending the timer by 10 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it. Looking forward to hearing from you.

Yes all things were solved.

Thank you

Soichiro

As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thank you very much, Soichiro, for your cooperation and confirmation and please don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.

Wishing you a wonderful holiday season.

Best regards,

Petronela

Casino.Guru