Deposit 50 euros on 9/30/20 (I had already made deposits before for more than 200 euros.

I did not receive a bonus and I did not request it.

I played and withdrawn my winnings on 10/4/20.

Send the documents and they replied that everything was perfect.

On the 6th, apart from the withdrawal that appeared in pending status, they added 30 euros of balance. When I asked if those 30 euros conditioned me to withdraw my winnings and they told me that IF I said that I did not want them, obviously I was not going to risk 2,500 euros for a bonus of 30 euros. It seemed strange to me, I think they added that bonus to see if I fell and played it, but it wasn't like that and I rejected it (save screenshot of the chat because it seemed strange to me)

Today I asked about my pending withdrawal and they answered me that I have not met the bonus conditions when I did not have any bonus granted.

I copy here the text of the email they sent me:

"" "Dear Maria

As part of our regular withdrawal review process, we have seen that the terms and conditions of the bonus you received were not being met

The Bonus Terms and Conditions prohibit placing single bets, equal to or greater than 30% of the bonus value credited to the player's account, before the wagering requirement for that bonus has been met. (You can review the Casino Terms and Conditions by clicking on the "Bonus Terms and Conditions" link at the bottom of our site)

Therefore, we have canceled your withdrawal request and removed your winnings.

If you have any questions, please reply to this email or contact our customer service via live chat on our site.

Best regards,

Verification Team "" "

Where do I report this?

Deposite 50 euros el día 30/9/20 (ya habia hecho depositos antes por valor de mas de 200 euros.

No recibí ningún bono y tampoco lo solicité.

Jugue y retire mis ganancias el día 4/10/20.

Mande los documentos y me contestaron que todo estaba perfecto.

El día 6, a parte de la retirada que aparecia en estado pendiente, me a?adieron 30 euros de saldo. Cuando pregunte si esos 30 euros me condicionaban a retirar mis ganancias y me dijeron que SI dije que no los queria, obviamente no iba a arriesgar 2500 euros por un bono de 30 euros. Me parecio raro, yo creo que a?adieron ese bono para ver si yo caia y lo jugaba, pero no fue así y lo rechacé (guarde pantallazo del chat porque me parecio raro)

Hoy pregunte por mi retiro pendiente y me contestan que no he cumplido con las condiciones de bonificación cuando yo no tenía ningún bono concedido.

Copio aqui texto del mail que me mandaron:

"""Estimado Maria

Como parte de nuestro proceso de revisión regular de retiros , hemos visto que no se cumplían los términos y condiciones del bono que recibió

Los Términos y Condiciones de bonificación prohíben colocar apuestas simples, igual o superior al 30% del valor del bono acreditado a la cuenta del jugador , antes de que el requisito de apuesta para esa bonificación se haya cumplido . (Usted puede revisar los Términos y Condiciones del Casino haciendo clic en los " Términos y condiciones sobre bonificaciones" enlace en la parte inferior de nuestro sitio )

Por ello, hemos cancelado su solicitud de retiro y eliminado las ganancias.

Si tiene alguna pregunta, por favor responda a este correo electrónico o póngase en contacto con nuestro servicio al cliente a través de chat en vivo en nuestro sitio .

Saludos cordiales,

Equipo de Verificación """

Donde denuncio esto?

Dear Mariasm,

Thank you very much for submitting your complaint through our website. Do I understand correctly that you never played with the €30 bonus money and they were removed by the support? Could you please provide a screenshot of your bonus history?

Additionally, if there is any other relevant communication between you and the casino, please forward it to [email protected].

Looking forward to hearing from you.

Best regards,

Kristina

Good Morning,

There is no history of the bonus because I never played with bonuses. Besides, the casino has no option to remove this data.

I would like to know if it would be good to file a complaint from the Directorate of Safe Gaming of Spain?

Buenos días,

No hay historial del bono porque nunca jugué con bonos. A parte, el casino no tiene opción para quitar esos datos.

Quisiera saber si sería bueno poner denuncia desde la Dirección de Juego Seguro de Espa?a?

Mariasm, could you please forward me your game history? My email address is [email protected]. Thank you very much.

View it but not download it. If you want, I give you authorization with my username and password to see it.

Permite verlo pero no descargarlo. Si quiere le doy autorización con mi usuario y contrase?a para verlo.

If there is no option to download it, you can request it from the casino's support and they should provide it to you. When you receive it, please forward it to [email protected].

Also, please, do not share your loign and password with anyone else than the casino. If someone would log in from a completely different country, it could lead the casino to closing your account.

Dear mariasm,

Have you requested the game history from the casino's support? 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 forced to reject 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.