Hello look, I made a deposit of 30 usdt. with 500% bonus and 125 free spins. Where I met all the requirements, when I tried to withdraw it did not leave me the 51 usdt. Explanation that bonus of 156 I have to leave back.. where my total balance is 51

Hola mira hice un deposito de 30 usdt. con bonificacion 500% y 125 giros gratis. Donde cumplí todo los requisito, cuando intente retirar no me dejaba los 51 usdt. Explicación que bono de 156 tengo dejar de vuelta.. donde mi saldo total tengo 51

Dear Nelimal,

Thank you very much for submitting your complaint. I’m afraid, I am not sure I understand completely what happened. Could you please elaborate? Did the casino confiscate your winnings?

I will be waiting for your reply patiently.

Best regards,

Kristina

Hello, it won't let me withdraw. 51 I have available just to play.

Hola, no me deja retirar. 51 tengo disponible solo para jugar.

Thank you for your reply, Nelimal. Do I understand correctly that the casino indicated that you still have an active bonus?

If they gave me A bonus of 160 usd with my deposit of 30..!! Wagering requirement x1. I reached the wagering requirement, but with a balance of 50 usd. But to withdraw 50 I have to withdraw a balance of 210 usd, as they explained to me, I have to reward the bonuses to be able to withdraw... but hey, surely it was the casino terms.

Si ellos me dieron. Un bono de 160 usd con mi deposito de 30..!! Requisito de apuesta x1. Alcanze los requisito de apuesta, pero con saldo de 50 usd. Pero para retirar 50 retirar tengo que saldo de 210 usd como me explicaron tengo recompensar los bono para poder retirar.. pero bueno seguramente era los términos de casino.

Unfortunately, this truly is stated in the casino's bonus terms. Please, see here:

"l. Withdrawals are not permitted for an amount less than that of the bonus.

m. Upon requesting any withdrawal (regardless of the number of deposits), any amount up to the equivalent value of the deposit bonus will be deducted from your balance or winnings prior to settlement. For example, if you deposit $/€ 500 and receive a $/€ 250 bonus after meeting all wagering requirements, and you wish to withdraw your funds, a request needs to be made for an amount less your bonus amount received."

This type of bonus is called a "sticky" bonus, which means that upon withdrawing your winnings accumulated with this bonus, the initial bonus value will be deducted from the whole amount of winnings. Many casinos offer sticky bonuses and I am afraid that this is not something we could penalize the casino for, nor can we force them to process your withdrawal, if you do not have enough funds in your account.

Please, let me know if there is anything else I could help you with.

Hello, thank you very much for the information. Honestly, I had no idea about that. Thanks for the help.

Hola muchas gracias por la información. La verdad ni idea tenía de eso. Gracias por la ayuda.

I assume that you do not need any further assistance, therefore I will now close the complaint. 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.