The player from Germany had deposited €100 and utilized bonuses while playing but faced complications when she attempted to withdraw €340, as the withdrawal was canceled due to alleged violations of bonus conditions. She claimed to have clarified the terms in chat and did not believe she had done anything wrong. The issue was resolved when the casino allowed her to withdraw a maximum of €150, which was five times her deposit amount matched with the bonus, and she confirmed her agreement with this resolution.
Casino Orca - Player’s withdrawal was rejected.
Amount: €340
Casino Orca
Safety Index:HighSafety Index
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8.8
Casino Orca has a Safety Index of 8.8, which makes it a safe casino suitable for most players. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 month ago
Public
Public
2 months ago
Translation
I just deposited €100 today and played 9 bells, then took €30 with bonuses, i.e. ORCA40 (which was 40 free spins). The winnings from that were around €27. I then played 9 coins love under the €3 bonus conditions. When I had around €100 I hadn't seen any bonus money and asked in the chat about the bonus. I was then told I had to wager the €30 once, which I had already done, and I went back to 9 bells and played my slots. Also over the €3. When I had €340 I made a withdrawal and everything was canceled and I would have violated the conditions, even though I had informed myself again in the chat beforehand. I am not aware of any wrongdoing. Everything is gone, my last deposit of €30 was refunded to my balance. Can you help me?
Kind regards
Automatic translation:
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Complaint Specialist
Public
2 months ago
Dear Ausnein,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Casino Orca.
Please allow me to ask you a few questions so I can better understand the situation.
- Could you please share the communication from the casino detailing the allegations against you?
- Was the 30€ bonus unrelated to your 100€ deposit?
- Send emails or chat transcripts to my email at [email protected], or post screenshots here
I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
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2 months ago
Translation
The €100 I initially deposited and lost at 9 Bells had nothing to do with the bonus I received with the new €30 deposit. The bonus was ORCA40 (€30 deposit + 40 free spins).
I am sending you the emails from the casino and the screenshots of the chat history, including those I specifically asked about, so as not to make any mistakes.
Kind regards
Exit
Automatic translation:
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Complaint Specialist
Public
2 months ago
Thanks for your email.
- Were you able to check the progress of the wagering requirement with the casino support or directly in your player's profile?
- Do I understand correctly that you thought you wagered the entire bonus, and only then did you start playing bets above 3€?
- How did you make sure the wagering of the bonus was complete?
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2 months ago
Translation
Hello Tomas,
I couldn't check the player progress myself, so I contacted Casino Orca's chat and asked (see screenshots I sent you via email).
On to your next question.
Yes, that's what I thought, and according to the chat, there were no more conditions attached to it, and after the confirmation from the chat, I started playing with the €3.
And the third question:
The chat had told me that I was playing with real money and that there were no longer any conditions attached. Furthermore, at the top of the deposit bar there was no longer any mention of a bonus, just real money and the amount was around €100, which is why, as I said, I started playing with over €3.
Automatic translation:
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Complaint Specialist
Public
2 months ago
Thank you very much, Ausnein, for providing the necessary information. I will now transfer your complaint to my colleague Peter ([email protected]), 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.
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Head of Data Administration
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1 month ago
Hi Ausnein,
I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite Casino Orca to the conversation to participate in the resolution of this complaint.
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1 month ago
Translation
Hello Peter,
Thank you and I'm looking forward to it.
Automatic translation:
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Head of Data Administration
Public
1 month ago
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.
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1 month ago
Translation
Hello Peter, I have some important information for you. I received an email from Casino Orca. It states that the casino will operate solely under the name Casino Orca until June 10, 2025, and will have a new name starting June 11, 2025. However, the actual operator will remain the same. I'm sending you this email.
Based on this email, I don't believe that the casino will comment on my complaint or, better said, has any interest in resolving it.
Kind regards
Automatic translation:
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Casino representative
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1 month ago
Hi there,
We apologize for late answer.
After security check we have decided to allow player to withdraw maximum withdrawal amount of 150 Eur which is 5 times deposit amount matched with bonus according to Bonus T&C.
Balance is set accordingly and we invite player to request withdrawal any time.
CasinoOrca Team
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Head of Data Administration
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1 month ago
Thank you Casino Orca team for the update.
Dear Ausnein,
Can we consider the issue to be resolved?
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1 month ago
Translation
Hello Peter and Casino Orca,
I agree and the problem is solved.
Thank you for your help.
Best regards
Exit
Automatic translation:
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Head of Data Administration
Public
1 month ago
Thank you, Ausnein, for confirmation. We're happy to hear that your issue has been resolved, and we'll mark the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation. We hope that the suggestions and explanations we provided were helpful in navigating the issue. If you encounter any further difficulties with this or any other casino in the future, please don’t hesitate to contact our Complaint Resolution Center. We're always here to assist.
As you know, we do not charge for our services, nor do we accept any gratuities. However, if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/www.kpvfaw.com, it would be much appreciated. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also be helpful to others who are considering reaching out to us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Peter
