Il casinò non conta

Hello,

I place sports bets at an online casino. The rule is that the deposit amount must be wagered once.

I made two deposits in August, once 1000€ and once 1192 euros.

I converted these amounts over time and was able to withdraw them. I withdrew a total of €45.

Now I deposited another €2600 in November. This amount has obviously not been wagered yet. However, I can no longer make a withdrawal. Support replied that the €2600 must first be wagered before I can withdraw again.

So my deposits from August, which I have already used once, have been frozen.

Is that legal?

Hallo,

ich mache bei einem Online Casino Sportwetten. Die Regel ist, das der Einzahlungsbetrag einmal umgesetzt werden muss.

Ich habe im August zwei Einzahlungen getätigt, einmal 1000€ und einmal 1192 Euro.

Diese Beträge habe ich mit der Zeit umgesetzt und konnte somit auch auszahlen. Ich habe insgesamt 45€ ausgezahlt.

Nun habe ich im November nochmal 2600€ eingezahlt. Diese Summe ist natürlich noch nicht umgesetzt. Jedoch kann ich jetzt keine Auszahlung mehr machen. Der Support antwortete, dass erst die 2600€ umgesetzt werden müssen, bevor ich wieder auszahlen kann.

Somit wurden also meine Einzahlungen vom August eingefroren, die ich bereits einmal umgesetzt habe.

Ist das so rechtens?

So, do I understand correctly that you deposited €2600 but had some remaining balance in your account from before?🤔

I believe that you should be able to withdraw only the amount already wagered, but to withdraw more, you need to wager it as it says in the terms.

Is it what the support told you as well?

Exactly, I have a remaining balance of over €2500 in my account, which I have already wagered. However, after I deposited another €2600 in November, support said that I had to wager the entire €2600 before I could even make a withdrawal. This means that the €2500 from earlier is simply frozen for withdrawal. I currently have over €5000 in my account.

Genau, ich habe ein Restguthaben von über 2500 auf dem Konto, was ich auch bereits umgesetzt habe. Nach der erneuten Einzahlung von 2600 im November sagt der Support allerdings, dass ich erst die 2600 komplett umsetzen muss, bevor ich überhaupt eine Auszahlung tätigen kann. Somit sind die 2500 von früher einfach für die Auszahlung eingefroren. Ich habe derzeit über 5000€ auf dem Konto.

I really don't see any reason why wouldn't you be allowed to withdraw the already wagered money, though.🤷‍♀️

And that is why I would like to suggest you file a complaint here with our team, if you'd like to withdraw them. I am sure that our specialists will find some solution to this situation.

If you'd like to try that, please follow this link and submit your complaint.

Let us know how you decide, please.

Hello Romi,

I have now submitted another complaint. Unfortunately, my first one was rejected because it was about sports betting. I hope you can help me.

Hallo Romi,

ich habe jetzt erneut eine Beschwerde eingereicht. Meine erste wurde leider angelehnt, weil es sich um Sportwetten handelt. Ich hoffe, Ihr könnt mir helfen.

If it's all about sports betting again, it will be rejected again and I have a feeling from the title that it probably is. We are not able to judge anything concerning such a situation because we do not have the experts or enough insight to do so and therefore we would not be able to evaluate the situation correctly and objectively. 

However, if it would help you even a little bit, I have some links where you could also file a sports betting complaint, if your complaint will be rejected by us again.

You can find them here:

https://www.safebettingsites.com/complaints/

https://www.bookmakersreview.com/sportsbook-complaint/

https://www.bookmakers.bet/submit-a-complaint/

https://www.top100bookmakers.com/contact-us/

https://www.sportsbookreview.com/sportsbook-complaint/

I hope that your case can be resolved and if so, please let me know. 

I will keep my fingers crossed for you. 🤞

A case would now be opened. Thank you very much.

Es würde jetzt ein Fall geöffnet. Vielen Dank.

Keep us informed about any updates, please.

You're welcome, I hope something can be resolved and also you get your deposits back from the summer.🙂

Thank you. I don't want to get the entire deposit paid out. I just want smaller amounts of the winnings.

Dankeschön. Ich möchte nicht die komplette Einzahlung ausbezahlt bekommen. Sondern nur kleinere Teilbeträge vom Gewinn.

I understand, so let's wait and see if anything can be done with the complaint.

I will wish you the best of luck. ☘️

Thank you!

Vielen Dank!