Onwin365 Casino - I prelievi dei giocatori vengono rifiutati dal casinò.

On the 28th of May, I received a bonus after registering on the platform. I played the bonus and kept rolling it over until the bonus was nullified and only the profits I made on the platform remained.

When I opened the site in the tab of my account, it even still shows as my available balance being R$ 905.46 (see attached screenshot).

After several withdrawal attempts have been rejected, I am feeling wronged by the casino.

No dia 28 de maio eu recebi um bônus após me registrar na plataforma. Eu joguei o bônus e fiz todo o rollover do mesmo até que ficasse com o bônus zerado e apenas os lucros que obtive na plataforma.

Ao abrir o site na aba da minha conta, inclusive, ainda aparece que eu tenho de saldo disponível R$ 905,46 (vide print em anexo).

Após diversas tentativas de saque terem sido rejeitadas eu estou me sentindo lesado pelo cassino.

Dear michaeljackson,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem. 

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please advise if your account has been fully verified?
• Have you been advised why you can’t withdraw your winnings? Is it an internal casino system issue or related to your account only?
• Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I am looking forward to hearing from you.

Best regards,

Tomas

Good afternoon, Tomás

I believe the account is verified. Everything they asked me to do, I did.

I don't know if it's a general problem or my problem.

I found out through the chat that my winnings were limited only when I went to withdraw and they rejected the withdrawal.

Below I am sending the only prints I have of the support

Thank you very much in advance

Douglas (michael jackson)

Boa tarde, Tomás

Acredito que a conta seja verificada sim. Tudo que me pediram eu fiz.

Eu não sei se é um problema geral ou meu.

Eu soube pelo chat que meus ganhos estavam limitados apenas quando fui sacar e rejeitaram o saque.

Abaixo estou enviando os únicos prints que tenho do suporte

Desde já agradeço

Douglas (michaeljackson)

Thank you very much, michaeljackson, for providing the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello michaeljackson,

My name is Kubo and from now on, I will be taking care of your complaint. Meanwhile, if there are any updates regarding your complaint, please let me know.

I want to inform you that I've already reached out to the casino's support team via their official email address and am currently awaiting their response. I'll keep you posted on any information I receive.

Best Regards,

Kubo

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Good morning, Kubo!

Does sending a screenshot of how they changed the rule in the days after I made these profits help? My fear is that they won't respond and I'll end up without the money I earned on their platform honestly.

Bom dia, Kubo!

Eu mandar screenshot de como eles mudaram a regra nos dias após eu ter tido esses lucros ajuda? Meu receio é eles não responderem e eu acabar ficando sem esse dinheiro que ganhei na plataforma deles de forma honesta.

Dear michaeljackson,

I've received a response from the casino representative stating that the relevant team will get back to me soon. However, I currently don't have any actionable information.

Regarding the changed rule, feel free to upload the screenshot in this thread or send it to my email address at jakub.m@casino.guru.

Dear michaeljackson,

Despite multiple attempts to reach the casino representative after our initial contact, I have not received any further response. I'm afraid there is not much that can be achieved without cooperation from its side.

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. 

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Kubo

Hello everyone,

We’ve reopened this complaint at the request of Onwin365 Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Hi MichaelJackson

We deeply regret any confusion generated on our website, please let us clarify what happened.

Our promocode has the rule that the maximum amount that can be withdrawn from this bonus is R$25 after making a win equal to or greater than 250 reais and to make the withdrawal it is necessary to make a win of R$250 or more to withdraw the exact amount of R$25 reais.

We check your activity on our website, the reason why you were unable to withdraw and why you were trying to withdraw an amount greater than 25 reais. This amount is the only amount that could be withdrawn.

We apologize for any misunderstandings during our live support service.

We ask that you log into your account and withdraw R$25, after which the bonus will be deleted.

Our goal is to provide a transparent and enjoyable gaming experience for all of our users, and transparency is paramount in all of our communications.

If you have any questions or require additional clarification about our promotions or any other aspects of our services, our customer support team is on hand to assist you. You can contact us via our live chat at: https://www.onwin365.com/sportsbook/prelive/day

We hope this explanation has clarified the situation, and we apologize again for any confusion. We are here to help you with whatever you need.

Yours sincerely,

ONWIN365

Ola, michaeljackson

Lamentamos profundamente qualquer confusão gerada em nosso website, nos deixe esclarecer o que ocorreu. 

Nosso promocode possui a regra que o valor máximo que pode ser sacado deste bônus é de R$25 reais após realizar um ganho igual ou maior de 250 reais e para realizar o saque é necessário realizar um ganho de R$250 ou mais para sacar a quantia exata de R$25 reais. 

Verificamos sua atividade em nosso website, o motivo pelo qual você não conseguiu realizar o saque e porque estava tentando sacar uma quantia maior que 25 reais. Sendo que este valor é o único valor que poderia ser sacado. 

Pedimos desculpas por qualquer mal-entendido, durante nosso atendimento no suporte ao vivo.

Solicitamos que entre na sua conta e realize o saque de R$25, após isso o bônus será deletado. 

Nosso objetivo é fornecer uma experiência de jogo transparente e agradável para todos os nossos usuários, e a transparência é fundamental em todas as nossas comunicações.

Se você tiver alguma dúvida ou precisar de esclarecimentos adicionais sobre nossas promoções ou quaisquer outros aspectos de nossos serviços, nossa equipe de suporte ao cliente está à disposição para ajudá-lo. Você pode entrar em contato conosco através do nosso chat ao vivo em: https://www.onwin365.com/sportsbook/prelive/day

Esperamos que esta explicação tenha esclarecido a situação, e pedimos desculpas novamente por qualquer confusão. Estamos aqui para ajudá-lo no que for necessário.

Atenciosamente, 

ONWIN365

Dear Onwin365 Casino,

Thank you for the update on this case. Could you please provide me with the link or a copy of the email sent to the player that outlines the specifications and terms for this particular bonus? Was the player fully aware of the conditions he needed to meet in order to withdraw the bonus winnings?

Does this mean that if the player requests a withdrawal of R$25 now, he will be able to withdraw the rest of his funds immediately after this withdrawal? Is that correct?

Hello Kubo

Our rules are all available on our website tab labelled ~ Promotions ~ everyone can check out the rules and terms of use for our bonuses.

Yes, the money is available for him to withdraw in the amount of R$25,00 

Follow the link below where our welcome bonus rules are described. 

https://www.onwin.com.br/bonuses/trial-bonus-10-brl

Dear Onwin365 Casino,

Thank you for your response.

Dear michaeljackson,

According to the casino, your bonus is still active, and you need to fulfill its terms by withdrawing R$25 to complete the bonus requirements. After doing so, you should be able to withdraw the rest of your funds. Please complete this step and let me know once you have successfully withdrawn the entire disputed amount.

Dear michaeljackson,

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 this case further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

Best Regards,

Kubo