Triumph Casino - The player’s withdrawal was declined.

They did not accept my withdrawl. I spent all bonus money, had 600 in my account, sent documents and now they said they put the 2000 back in my account and I spent it.

I 100% DID NOT DO This.

They have conned me after spending €100s.

Dear Paula,

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.

From your screenshot I see, that you have an active bonus and you haven’t finished wagering requirements (there is a message, that you have to wage €673,15). In order to withdraw your bonus winnings, you need to fulfill the wagering requirements first.

Have you tried contacting the casino regarding this issue? Could you forward any relevant communication between you and the casino to kristina.s@casino.guru? I will be waiting for your reply patiently and hope to help you as soon as possible.

Best regards,

Kristina

I was informed to spin at €2 per spin to use the bonus, which took a long time!

I did this then placed the withdrawl.

At no point was I informed that my ID had to be in before the request.

I assumed it would sit there till all id had been accepted.

Once it had been accepted I asked how long it would take to recieve my winnings.

They said 36 hours but there is nothing to withdraw.

The money had simply disappeared.

They said they put it back into my account, which if so would have been disguised as new spin wins.

I never saw the 2000 credited.

Regards

Paula

Paula, could you specify which bonus did you redeem, please? Post the link to this offer here. Do I understand it correctly, that you finished wagering requirements for this bonus?

It was 150% bonus, I didn't notice the wagering requirements, I usually don't win.

I enjoy the games.

I placed the withdrawl request when I was on around 7k but the requirement wasn't going down, i asked the "chat" why it wasn't going down, I was informed to wager at just £2 a spin and it would go down.

I did this but kept winning, there was approximately 5k after request, and around 4k after wagering had been met.

I sent an email asking what ID they wanted, all the while keeping my request live, sent my id then spent remainder at my leasure ( I would have withdrawn more but their max is 2k)

Later I recieved an email saying 36 hours but there are no pending withdrawals.

I immediately signed back in to "chat"

I was informed the the amount had been sparodically been put back in my account and I'd spent it.

I was not aware and not informed.

Not sure if I've been blocked.

Regards

Paula

Can only upload 2 at a time.

2 of 6

4 of 6

6 of 6

Thank you very much Paula for providing all the necessary information. I will now transfer your complaint to my colleague Viliam who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello Paula,

I looked at your complaint and will do my best to help you. I would like to invite Triumph Casino into this conversation. Can you give us some explanation of whole situation and why you declined player’s withdrawal?

I can't give any different information than I already have. 🤔

We would like to ask the Triumph Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

What was the point in getting in touch with you if you can't do anything? It's not about the money any more!

Dear Paula,

We are trying to get in touch with Triumph Casino but got no response. We’re doing our best to help players resolve their issues. As you can see this Casino is rated 3,4 points (from 10) and we can’t do more than we do. Triumph Casino is not licensed by any authority so I’m afraid that this is your last possibility to get resolved this case.

I apologize, but since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’.

I am very sorry I couldn't help more, but at least closing this complaint as unresolved will negatively influence the casino's rating and other players can read about your experience in our review.

I hope you won't come across a problem like this again.

The casino can reopen this complaint anytime.