The player from Germany requests assistance with a canceled withdrawal of 500€, which was earned after meeting wagering requirements following a 10€ deposit and a 500% bonus. The casino claims the cancellation is due to playing a prohibited game.
Dear Sir or Madam,
I am hereby submitting a complaint regarding a withdrawal of 500€, which I honestly earned. I made a deposit of 10€ and used a 500% bonus. After I met the wagering requirements, the casino simply canceled the withdrawal, stating that I had played a prohibited game.
Dear fjensch99,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. We believe casinos should do everything to prevent players from playing restricted games while having an active bonus. If a complete restriction of access to such games is not possible, they should at least inform players via a pop-up message that the game they try to play is not allowed.
Please allow me to ask you a few questions, so I can understand the whole situation completely.
Thank you very much in advance for your reply.
Best regards,
Kristina
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.