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Hello,

I made a deposit at the Bookie and claimed the bonus. I met the bonus requirements and requested a withdrawal using Jeton. This was refused, even though I had to send countless documents and was fully verified. The reason given was that I had not completely used the bonus, which is impossible, as I could not have requested a withdrawal if I hadn't finished the wager. The finance support is ignoring my emails.

Hallo

ich habe bei dem Bookie eingezahlt und den Bonus in Anspruch genommen. Ich habe die bonusbedingugen erfüllt und eine auszahlung beantragt mit Jeton. Diese wurde, nachdem ich unzählige Dokumente schicken musste und vollständig verifiziert war, abgelehnt, mit der Begründung dass ich den bonus nicht vollständig umgesetzt hätte, was ja nicht möglich ist, da ich eine auszahlung gar nicht hätte beantragen können wenn ich den wager nicht fertig gemacht hätte. Der finance support ignoriert meine emails

Dear jeffbezos12452,

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. Could you please clarify how you found out that you've finished the wagering requirements? Do you see it somewhere in the bonus section or your player's profile?

Did the casino specify how much money you need to wager in order to complete the wagering requirements?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

Dear jeffbezos12452,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Firstly, I found out in the bookmaker's terms and conditions that it said how much I had to wager, and then I added up all the bets and found out that the wagering requirements had been met. Secondly, the bookmaker had a bonus display that showed how much I still had to wager. I implemented everything based on this bonus display. When everything was implemented, the bonus display disappeared and the bonus balance was converted into real money balance.

The website didn't tell me how much I still had to implement.

Ich habe herausgefunden erstens in den AGBs von dem Buchmacher, da stand wie viel ich umsetzen muss, und ich habe dann alle Wetten zusammenaddiert und konnte herausfinden dass die Umsatzbedingungen erfüllt waren. Zweitens hatte der Buchmacher eine Bonus Anzeige, auf der stand wie viel ich noch umsetzen muss. Anhand dieser Bonusanzeige habe ich alles umgesetzt. Als alles umgesetzt war, ist die Bonusanzeige verschwunden und das Bonusguthaben zu Echtgeldguthaben umgewandelt.

Die Webseite hat mir nicht mitgeteilt, wie viel ich noch umsetzen muss.

Thank you very much for your reply, jeffbezos12452. Alright, so now the issue is that you cannot withdraw your winnings. Is that correct?

Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru, if there is any? Alternatively, you can post it here. Thank you in advance.

That is correct. I cannot withdraw my winnings because the casino thinks I have not wagered in full.

Das ist korrekt. Ich kann meine Gewinne nicht auszahlen, da das Casino meint, ich habe nicht vollständig umgesetzt.

I noticed that the casino mentioned you played with a sports betting bonus.  I would like to emphasize that our forum Casino.guru deals with complaints regarding online casinos only. I understand it must be difficult for you, but unfortunately, we don’t have enough insight to take on this kind of issue related to sports betting.

However, I can recommend a few websites that might be able to help you. Please, let me know if you are interested in the list of these websites, and thank you very much for your understanding.

Dear jeffbezos12452,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.