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I received a no deposit bonus when joining an online casino.

Luckily, with those €10 bonuses, I managed to earn considerable winnings in a very short time.

As soon as I got this amount for their support, I asked if the amount raised was real money and I could withdraw it. So I wanted to get up. They asked me for documentation. It was validated by them. I received emails confirming the processing of the withdrawal, to be carried out within a period of up to five working days.

To my surprise, the same day, +/- 3 hours after receiving confirmation of payment processing, I received an email informing me that the withdrawal had been cancelled.

I spoke to support several times to try to unblock the situation, the response was always the same, by different support agents (it felt like they had a script, a copy/paste script, and assuring myself that I would get a quick response. I didn't get any answer.

I want to raise what is mine, and they refuse and totally ignore me

It was my first experience in an online casino.

I am trying to resolve the situation in appropriate and capable instances.

I feel like I was literally ripped off and the casino acted in bad faith as I met all the requirements to withdraw the money.

With this experience, I lost all confidence in online casinos.

I will do whatever is necessary with my own entities, and even in court to have access to what is rightfully mine.

Recebi um bónus sem depósito ao aderir a um Casino online.

Com sorte, com esses 10 € de bónus, consegui em muito pouco tempo angariar ganhos de quantia considerável.

Assim que consegui esse valor pelo suporte deles, perguntei se o montante amealhado era dinheiro real e o podia levantar. Quis então levantar. Pediram-me documentação. Foi validada por eles. Recebi e-mails de confirmação de processamento do levantamento, a ser feito num período que podia ir até aos cinco dias úteis.

Qual não é o meu espanto no mesmo dia, +/- 3 horas após ter recebido a confirmação do processamento do pagamento, recebi um e-mail, informando-me que o levantamento tinha sido cancelado.

Falei com o suporte várias vezes para tentar desbloquear a situação, a resposta foi sempre a mesma, por diferentes agentes de suporte ( parecia que tinham um script, um guião tipo copy/paste, e me assegurando que teria uma resposta rápida. Não obtive qualquer resposta.

Quero levantar o que é meu, e eles recusam e ignoram-me totalmente

Foi a minha primeira experiência num casino online.

Estou a tentar resolver a situação em instâncias próprias e capacitadas para tal.

Sinto que fui literalmente enganado e que o casino agiu de ma fé, pois eu cumpri todos os requisitos para levantar o dinheiro.

Com esta experiência, perdi toda a confiança em casinos online.

Farei o que for necessário junto de entidades próprias, e mesmo judicialmente para ter acesso ao que é meu por direito.

Hello, it would be very useful to know in which casino you played.

Bonuses can be pretty tricky at some point since you mentioned it was your first-time experience, I'd like to ask a few questions: Did you check bonuses Terms&Conditions, please? Did you meet the wagering requirement? Did the casino confirm that you can withdraw? What is most important, what does the casino reply to you?

You can always submit a complaint here when the need arises.

Hi,

Yes, I met the wagering requirements (it was on PokerStars), I had to get 50 points ( rules here : https://www.pokerstars.pt/casino/sites/ppc/ppc/10-offer/1/?adp=&aid = 80651136621 & cid = 8118357560 & Cr = 499291881243 & dv = m & gclid = Cj0KCQiAq7COBhC2ARIsANsPATGPiUkWokuLIRu2Y93AgPqsjt2pB9EWnn-5xQvKjWjLHxiEeWJHOaQaAprZEALw_wcB & KWD = pokerstars% 20casino & kwid = KWD-11816614073 & mkwid = sdjGyh3IU_dm% 7Cpcrid% 7C499291881243% 7Cpkw% 7Cpokerstars% 20casino% 7Cpmt% 7Ce% 7Cslid% 7C% 7Cpgrid% 7C80651136621% 7Cptaid% 7Ckwd-11816614073 & mt =e&utm_campaign=&utm_medium=cpc&utm_source=google. As soon as I got it and as I said I accumulated a good amount, I talked to them, they said I could withdraw, so much so that later I talked to them again to help me with the withdrawal. I confirmed that it was done successfully and that now I would just have to wait for the processing to be done for my account (I have emails to confirm). A few hours later I received an email, this time in English and not in Portuguese (the ant higher), with the following content:

"" After a routine review of your latest withdrawal it has come to our attention that all of the funds came directly from a bonus credit to your account.

All bonus credits deposited to your account are intended for play, and are not permitted to be withdrawn without significant play.

In this case, your withdrawal has been canceled and the funds have been returned to your account.

If you have any further queries or concerns, please visit our help page: Help Center

We thank you for your cooperation and understanding."

thank you for your help

Olá,

Sim, atendi aos requisitos da aposta ( foi na PokerStars), tinha de conseguir 50 pontos ( regras aqui : https://www.pokerstars.pt/casino/sites/ppc/ppc/10-offer/1/?adp=&aid=80651136621&cid=8118357560&cr=499291881243&dv=m&gclid=Cj0KCQiAq7COBhC2ARIsANsPATGPiUkWokuLIRu2Y93AgPqsjt2pB9EWnn-5xQvKjWjLHxiEeWJHOaQaAprZEALw_wcB&kwd=pokerstars%20casino&kwid=kwd-11816614073&mkwid=sdjGyh3IU_dm%7Cpcrid%7C499291881243%7Cpkw%7Cpokerstars%20casino%7Cpmt%7Ce%7Cslid%7C%7Cpgrid%7C80651136621%7Cptaid%7Ckwd-11816614073&mt=e&utm_campaign=&utm_medium=cpc&utm_source=google. Assim que consegui e como disse acumulei uma boa quantia, falei com eles, disseram que podia sacar, tanto que depois voltei a falar com eles para me ajudar a fazer saque. Fizemos em conjunto. E foi-me confirmado que fora efectuado com sucesso e que agora apenas teria de esperar que o processamento fossse feito para a minha conta ( tenho mails a confirmar). Algumas horas depois recebi um e-mail, desta vez em inglês e não em português ( os anteriores), com o seguinte teor :

"" After a routine review of your latest withdrawal it has come to our attention that all of the funds came directly from a bonus credit to your account.

All bonus credits deposited to your account are intended for play, and are not permitted to be withdrawn without significant play.

In this case, your withdrawal has been cancelled and the funds have been returned to your account.

If you have any further queries or concerns, please visit our help page: Help Centre

We thank you for your cooperation and understanding."

Agradeço a sua ajuda

Proof of how it was accepted for withdrawal is attached.

Em anexo comprovativo em como foi aceite para saque

Hi,

I just received the email (below).

If so the bonuses don't make any sense, for that we entered the Casino and played with the demos.

Note: they offered me €10 welcome and with that amount I got €683

""Thank you for your contact.

Please note that the bonus must be used for the purpose of our platform which is to play, and you will not be able to request a withdrawal from it.

We appreciate your understanding and wish you good luck at our tables.

Best regards,""

Olá,

A acabei de receber o e-mail ( abaixo).

Se assim os bónus não fazem Qualquer sentido, para isso entravamos no Casino e jogávamos com as demos.

Nota: ofereceram-me 10€ de boas vindas e com esse valor fui buscar 683€

""Agradecemos o seu contacto.

Por favor repare que o bonus deverá ser utilizado para o fim de nossa plataforma que é jogar, e não poderá solicitar um levantamento do mesmo.

Agradecemos sua compreensão e desejamos boa sorte em nossas mesas.

Com os melhores cumprimentos,""

What? So you got a bonus, but the casino is telling you that you're not allowed to withdraw any of the winnings? Are they serious?

Yea!!!!!

If you have read everything I sent you, you will see that they are acting in bad faith

This by law is considered a crime.

I do not know what to do.

Sim!!!!!

Se o Sr leu tudo o que lhe enviei, constata, que estão a agir de ma fé

Isto pela lei é considerado crime

Não sei o que fazer.

Hello, you should consider submitting a complaint here: https://casino.guru/complaints We have a special complaint team, they will look into it and do their best to help you.

Good morning,

Do you have the legal powers to claim this situation with them?

Grateful

Bom dia,

Vocês têm competências jurídicas para reclamar junto deles esta situação?

Grato

No, we don't have legal powers, but we can contact the casino representatives regarding your case. We managed to solve thousands of cases this way during last 2 years.

From what I've investigated this particular Casino, it's very difficult to achieve anything.

There are hundreds of players with complaints, and playing for real money (they made previous deposits). Furthermore, I contacted an official entity, which confirmed that there were many complaints, and with little chance of success

Pelo que já investiguei este Casino em particular é muito difícil, conseguir seja o que for.

Há centenas de jogadores com queixas, e a jogar com dinheiro real ( fizeram depósitos prévios). Além do mais contactei uma entidade oficial, que me confirmou haver muitas queixas, e, com pouca possibilidade de êxito

However, if they do, what do they need? Have you analyzed my case, with what I sent you? Am I right in what I say?

No entanto, se o fizerem, o que necessitam? Já analisou o meu caso, com aquilo que lhe enviei? Tenho razão, naquilo que afirmo?

Submit a complaint, please. If you don't submit it, we can't contact the casino on your behalf. Please, do so here.

Happens alot as I'm finding out even more even tho you deposit they still open close your accounts as they wish I got 2 I deposited 18x over $1100 owed to me they closed like 6 of my accounts with $$ inside ( these online casinos need to be governed and held to terms and conditions that favor us players also!! I hope they pay you I would do anything contacted gaming commisions regulatory but problem is they offshore elsewhere 35 days now they not answering chats and email

Problem is it falls under cyber crime but out of us reach and not regulated by usa

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