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Hello dear team

I got 10 euros free bonus money at Casino Intense without making a deposit beforehand, and with it I won 1200 euros and also implemented the bonus. Now I have deposited 50 euros so that I can withdraw as I was told in the live chat. Now I wanted to withdraw and it says I can only withdraw a maximum of 200 euros. Immediately went into support chat and they told me that it was a bug that they had never had before .. !! I was always promised beforehand in the live chat that I could cash out 1000 immediately, so it says in the game conditions.

Now I am constantly put off that it was forwarded and nothing happens and in LiveChat you are already annoyed and know me immediately.

(200 have been paid out for 3 days)

Hallo Liebes Team

Ich habe bei Casino Intense 10 Euro kostenloses Bonus Geld bekommen ohne vorher einzuzahlen, und habe damit 1200 Euro gewonnen und den Bonus auch umgesetzt. Nun habe ich 50 Euro eingezahlt damit ich auszahlen kann so hat man es mir im Live Chat gesagt. Jetzt wollte ich auszahlen und dort steht ich kann nur maximal 200 Euro auszahlen. Bin sofort in Support Chat gegangen und dort sagte man mir das es ein Fehler ist den sie vorher noch nie hatten..!! Mir wurde vorher immer im Live Chat versprochen das ich sofort 1000 auszahlen lassen kann so steht es auch in den spiel Bedingungen. 

Jetzt werde ich ständig vertröstest das es weitergeleitet wurde und nix tut sich und im LiveChat ist man schon genervt und kennt mich sofort.

(200 sind in Auszahlung seit 3 Tagen)

Dear Melanie,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the general bonus terms and conditions, and this is what I found https://www.casinointense.com/en/:

"4.9 Pre-deposits bonuses and free spins comes with a Conversion Limit of 150 Euro which determines the maximum withdrawal amount out of them. The Conversion Limit should not be confused with any Withdrawal Limit mechanisms. In order to withdraw winnings generated from pre-deposited bonuses and free spins, a player must perform a successful deposit by credit card."

I would like to emphasize, that according to our Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#win-limits, we consider imposed win limit to be unfair and predator, only when it’s applied to a real money game, however, we accept bonus T&Cs that restrict the maximum cash out from a bonus play, especially when it comes to No Deposit bonuses.

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

Best regards,

Petronela

I do not understand you now? I have implemented the bonus in full and wanted to withdraw now, but can only withdraw 200 euros even though I have 1200 on the account? I have already paid into the account with immediate transfer. Why do you think this is fair?

Ich verstehe sie jetzt nicht? Ich habe den Bonus Komplett umgesetzt und wollte jetzt auszahlen, kann aber nur 200 Euro auszahlen obwohl ich 1200 auf dem Account habe? Ich habe bereits auf dem Account mit sofort Überweisung eingezahlt. Wieso halten sie dies fur gerecht?

4.8 The minimal amount for withdrawal is EUR 100. A maximum of EUR 1000 can be withdrawn per week.

Why only 200 Euros ??? Is no Bonus Money

"4.9 Pre-Deposit Bonuses and Free Spins have a conversion limit of 150 euros, which determines the maximum withdrawal amount. The conversion limit should not be confused with withdrawal limit mechanisms. In order to withdraw winnings from pre-deposited bonuses and free spins, a player must make a successful deposit using a credit card. "

Yes Correct, I have already made a deposit but can only withdraw 200 euros.? This is my problem do you understand me?

„4.9 Pre-Deposit-Boni und Freispiele haben ein Umwandlungslimit von 150 Euro, das den maximalen Auszahlungsbetrag bestimmt.Das Umwandlungslimit sollte nicht mit Auszahlungslimit-Mechanismen verwechselt werden. Um Gewinne aus vorab eingezahlten Boni und Freispielen abzuheben, muss ein Spieler eine erfolgreiche Einzahlung per Kreditkarte vornehmen."

Yes Korrekt, ich habe bereits eine Einzahlung vorgenommen kann aber nur 200 Euro auszahlen.? Das ist mein Problem verstehen sie mich?

Dear Melanie,

As you stated earlier, you have won with 10 euros free bonus money at Casino Intense without making a deposit beforehand. Afterwards, after accumulating winnings and completing bonus wagering, you placed a deposit of €50 to verify your payment method, is that correct.

Please understand that it is nothing unusual to have a maximum cashout limit for free bonuses.

Dear Melanie,

Have you received your winnings? We are extending the timer by 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it. Looking forward to hearing from you.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.