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I made a withdrawal request on 17/01/2024 and my funds still haven't been credited. Customer service has no clue and they give me a different answer every time. Also, after a bonus crab of 30 euros and having made the required turnover of 1500 euros, I had a profit of 560 euros. The next day they deducted 420 from my account and I still don't understand why.

Έχω κάνει αίτημα ανάληψης από τις 17/01/2024 και ακόμα δεν έχουν πιστωθει τα χρήματα. Η εξυπηρέτηση πελατών δεν έχει εικόνα και κα.ια ιδέα και μου απαντάνε κάθε φορά κάτι άλλο. Επίσης έπειτα από μπονους κραμπ 30 ευρώ και έχοντας κάνει το απαιτούμενο τζιραρισμα 1500 ευρώ, είχα ένα κέρδος 560 ευρώ. Τβν επόμενη ημέρα αφαίρεσαν από το λογαριασμό μου τα 420 και ακόμα δεν έχω καταλάβει το γιατί.

Dear albouros,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please clarify how much money you currently have in your casino account? How much is your pending withdrawal?

It’s quite usual for withdrawal, to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

1. At this time the account has been reset to zero. After deducting the 420 euros (after completing the required turnover I had about 570 euros in the account) I was left with 150 euros. That money was gambled away and lost. So the account was zeroed out. (I couldn't make another withdrawal since I already had one pending)
2. The withdrawal request remains pending and is in the amount of 500 euros.

1. Αυτή τη στιγμή ο λογαριασμός έχει μηδενιστεί. Μετά την αφαίρεση των 420 ευρώ (μετά την ολοκλήρωση του απαιτουμενου τζιραρισματος είχα 570 περίπου ευρω στον λογαριασμο) μπυ έμειναν 150 ευρώ. Αυτά τα χρήματα παίχτηκαν και χάθηκαν. Άρα ο λογαριασμός μηδενίστηκε. (Δεν μπορούσα να κάνω άλλη ανάληψη μιας και είχα ήδη μια σε εκκρεμότητα )
2. Το αίτημα ανάληψης παραμένει σε εκκρεμότητα και είναι στο ποσό των 500 ευρώ.

Sorry. The withdrawal has just been completed.

Συγγνώμη. Η ανάληψη μόλις ολοκληρώθηκε.

Thank you for your reply, albouros. I checked the General T&Cs and I found this in the Bonus Crab section:

The maximum amount which can be released from the bonus will be equal to 5x the initial bonus amount. For example: the maximum amount to be credited in the real balance from a 10 EUR / 45 PLN / 100 NOK / 15 AUD / 60 BRL / 15 CAD / 11 CHF / 8,500 CLP / 250 CZK / 3.000 HUF / 162,500 IDR / 800 INR / 1,300 JPY / 4,750 NGN / 20 NZD / 50 PEN / 15 SGD / 10 USD / 160 ZAR / 45 MYR / 560 PHP / 235,000 VND / 13,500 KRW / 380 THB bonus will be 50 EUR / 225 PLN / 500 NOK / 75 AUD / 300 BRL / 75 CAD / 55.0 CHF / 42,500 CLP / 1,250 CZK / 15.000 HUF / 812,500 IDR / 4,000 INR / 6,500 JPY / 23,750 NGN / 100 NZD / 250 PEN / 75 SGD / 50 USD / 800 ZAR / 225 MYR / 2,800 PHP / 1,175,000 VND / 67,500 KRW / 1,900 THB.

So it seems that your winnings were rightfully capped in compliance with this term. As you lost the remaining funds, there is not much we can do regarding this matter.

Do I understand correctly that you have received your winnings?

Yes. Thank you very much.

Ναι. Ευχαριστώ πολύ.

Dear albouros,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Kristina

Casino.Guru