The player from Germany has a withdrawal issue, as their winnings of 689 euros were unexpectedly reduced to 90 euros, attributed to bonus money deductions. They seek assistance in recovering their full winnings.
Verde Casino - Player’s winnings have been confiscated.
Amount: €698
Verde Casino
Safety Index:Very highSafety Index
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9.2
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Case opened
Current status
Waiting for player to reply
6d 18h 9m 1s
Case summary
1 hour ago
Public
Public
11 hours ago
Translation
I won an amount, but my money was deducted because apparently it was bonus money. My balance, which I had won, was 689 euros, and then it was suddenly only 90 euros. Please help me. I want my winnings to be refunded.
It can't be that from the whole amount, only 90 euros remain.
I have uploaded the photos of what I won.
Automatic translation:
Public
Public
5 hours ago
Dear Cali90,
Thank you very much for submitting your complaint.
I’m sorry to hear about the issue you’re facing with your winnings. To help us understand the situation better and mediate effectively with the casino, could you please provide us with some additional information?
- Did you use any bonus when playing, such as a welcome bonus, free spins, or other promotional offers? If yes, could you specify which bonus you used and the terms associated with it?
- Were there any wagering requirements or specific conditions tied to the bonus, such as withdrawal limits?
Your cooperation is crucial for us to proceed with the case and work towards resolving this issue. Without your input and detailed information, we won’t be able to assist you effectively.
If you have any relevant email communication, terms of the bonus, or additional screenshots, please feel free to forward them to petronela.k@casino.guru.
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
Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.
Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.
Cali90 has 6d 18h 9m 1s to reply
