My name is ran drori

I leave in Canada on Friday I have made. Deposit if 1800$ to cryptoleo played throw till I hit 1300$ I tried to buy a bonus on a slot machine and it wouldn’t let me it said there is a bonus issue so I went in to the bonus page which the bonus that I have received in the amount of 2.75$ and cancelled it that way I could keep on playing WITH MY OWN MONEY so as soon as I cancelled the bonus all my funds disappeared I have contacted the support team but they were so rude and unhelpful so I wrote to the Curacao gambling commission for help. That was a scam on there site

another issue that I had is that I deposited 1200$ in to the account played throw a couple of hundred dollars and I saw that I am loosing so I wanted to withdraw the funds all of a sudden I get an email back saying to me that I can’t withdraw my money cause I haven’t played throw the whole funds and it’s like I am doing money laundering that pissed me off cause then I lost all of my funds

please help me get the word out that way other people won’t get scammed by this big shot cooperations won’t take Advantage of the "small people"

best regards

ran d***

Dear ranorenhila,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Although I understand your frustration and how unfortunate this situation is, sadly, this is how bonuses work in general, not only in this specific casino, and I believe that the casino support explained it clearly. When you canceled the bonus, your deposit was already played through and you played with the bonus amount. As long as the bonus is active, you cannot cancel it if you don't want to lose your already accumulated winnings. No casino is able to return the bonus to the state it was in before you canceled it.

Regarding the second issue, I checked the General T&Cs and I found this:

"7.6. In order to make a withdrawal, a player must play through active deposited amounts at least once prior to withdrawal. This procedure is in line with anti-money laundering practices. The player is fully responsible for paying all fees and taxes applied to their winnings according to the laws of the jurisdiction of the player’s residence."

Unfortunately, all good and licensed casinos require players to wager the real money deposit at least once. This is one of the standard AML (anti-money laundering) rules. This isn't anything unfair and we cannot penalize casinos for a rule like this. 

I am afraid that there is not much we could do for you in this case. Please, let me know if there is anything else I can help you with, otherwise, I will be forced to close this complaint.

Thank you very much in advance for your understanding.

Best regards,

Kristina

Dear kristina thank you so much for you prompt response I know that I played through the bonus of 2$ but it’s still not right to have taken from me all my money without any warning when you press the button to cancel the bonus it should give you a warning sign that all your money will be taken this is a casino skim that they are not telling you and there is nothing that I can do and it’s really frustrating I do want to punish them some how for their doing cause still I am a customer and they are not willing to help out with anything

Thank you for your reply, ranorenhila. I fully understand your frustration, but please note that this is standard practice, and once you cancel a bonus before finishing the wagering requirements (whether by accident or not), the casino can confiscate your winnings. I am sure you understand that you become eligible for your bonus winnings only after you complete the wagering requirements, and if you canceled the bonus after, there would be a much better chance to win this case. We would really like to help, but it is impossible for us this time. I can only recommend that next time you don't want to play with a bonus, ask the casino to cancel it before you even start playing, or completely exclude yourself from receiving bonuses.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.