DO NOT USE THESE GUYS!

I deposited approx ￡190.00 GBP and was playing games with real money (not bonuses) and won up to the value detailed above (infact my account had over 1000 euros, however the rest was bonuses).

They then told me I had to satisfy the wager limit before I could withdraw anything at all. fair enough right.... but not when the wager limit needing satisfied is over 14,000 euros!!!

Completely unfair and unethical.

i wanted my account closed and even offered to walk away if they returned me ￡180.00, even although my account had 790 euros, and the most they would offer is 60 Euros!

Dear Alan,

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. After you have deposited funds into your account, have you activated a bonus, or it was activated automatically in your account? Could you forward me a link of the exact bonus that you have played? How much was your deposit which triggered the bonus? Thank you in advance for your reply. I hope, we will be able to help you resolving this case as soon as possible. 

Best regards,

Petronela

Hi there,

The bonus was triggered automatically. I deposited 4 separate occasions and after the 4th I won. I was playing games that required to be played with non-bonus funds.. and after my 4th deposit, I started winning. I deposited 40 euros twice, and 60 euros twice. And I got the account balance up to over 1000 euros. I tried to withdraw and it told me I must wager over 13,500 euros more before I could withdraw.

I have no links unfortunately as my account is closed.

They have only offered me 60 euros refund, despite there being 790 euros in my account.

I asked what would happen to the funds in account and they simply said they would be void.

Sounds corrupt to me.

I even offered them for them to refund me my total deposit amount (approx ￡180.00) despite there being 790 euros in account and they still declined.

I hope you can help me with this  matter and I appreciate your time.

Kind Regards 

Alan Reid 

Thank you very much Alan for providing all the necessary information. I will transfer now your complaint to my colleague Kristína who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Alan!

I carefully reviewed your case. From what you mentioned, the amount you had to bet are wagering requirements for a bonus play. The casinos can decide what their bonus conditions will be like, as the bonus is something they offer willingly.

I checked the casino's general and bonus T&Cs to see if there is something that could help us in this case. But unfortunately, I have to inform you that since you closed your account, there is nothing we can do for you. 

I am really sorry I couldn't help more, but I hope you won't come across a problem like this in the future.