La Fiesta Casino - Hráč si stěžuje na zrušené výhry.

I won € 2000 without claiming a bonus and the casino doesn't pay it to me. I have with that. Casino contacted us by phone and they said that it is not possible that I just made 30 euros from the 30 Euro. Reason I could only pay out 300 and the whole sad thing about the story came to my account after 5 weeks. You don't need to say more

Ich habe 2000 Euro gewonnen ohne ein Bonus zu beanspruchen und das Casino zahlt es mir nicht aus. Ich habe mit dem. Casino telefonisch Kontakt genommen und sie meinten ja des geht nicht das ich mit 30 Euro einfach mal 2000 Gewinne aus dem. Grund könnte ich nur 300 auszahlen und das ganze traurige an der Geschichte davon kamen nach 5 Wochen 200 auf mein Konto an mehr braucht man dazu nicht sagen 

Dear Michael,

Thank you for submitting your complaint. I’m sorry to hear about your bad experience. Please, could you answer a few questions, so I can fully understand what the issue is?

Was this your first withdrawal in this casino? How much did you deposit accumulatively into your account since you have opened it? I have checked the Terms and Conditions, and this is what I found in the "Withdrawals" section: "If a player's accumulated deposit amount does not exceed €200, player will be entitled only up to X10 last deposit. This maximum payout will be enforced also in cases where the player made additional deposits which were deemed at the sole discretion of the Casino to have been made in order to exceed the €200 accumulated deposit amount." 

If I understand it correctly, you have deposited €30 and even if you succeeded to accumulate winnings of €2000, you were entitled to withdraw X10 last deposit, which equals to €300. Unfortunately, if this is the case, there is not much I can do for you in this matter. I will be waiting for your reply regarding accumulated deposit patiently. Thank you in advance.

I would like to emphasize, that Casino Guru considers this regulation to be unfair and it’s listed in our Fair Gambling Codex between hidden and predatory rules: https://casino.guru/fair-gambling-codex-for-casinos#hidden-predatory-rules

Best regards,

Petronela

Dear Michael,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

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 a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.