Hello,

I had completely wagered a 110% bonus and was left with €120.

(The deposit was €50)

I wanted to withdraw it via bank transfer, but the minimum amount for withdrawal is €200, and I couldn't use any other method for withdrawal.

So, I continued playing with the money and luckily won €3,400 on Book of Power.

Then I requested to withdraw the money via bank transfer.

After a few days, I was told that the maximum amount I can withdraw is 15x my deposit?!

But the bonus had long been wagered, so I was playing with real money. After discussing with the chat support, I was told that I apparently won the money while an active bonus was in place, which is not true!

As it stands, I can only withdraw €825 instead of €3,400.

I won without an active bonus, and yet the money was confiscated.

I am requesting support in this matter.

Hallo,

ich hatte einen 110% Bonus komplett umgesetzt und hatte dann 120€ übrig.

(Einzahlung war 50€)

Die wollte ich mit Banküberweisung auszahlen, aber Mindestbetrag liegt bei 200€ und ich konnte keine andere Methode zum Auszahlen nehmen.

Also habe ich weiter mit dem Geld gespielt und habe mit Glück bei Book of Power 3.400€ gewonnen.

Dann habe ich das Geld per Banküberweisung als Auszahlung beantragt.

Nach ein paar Tagen wurde mir gesagt, dass der Maximal Betrag, den ich auszahlen darf, 15x meine Einzahlung betr?gt?!

Aber der Bonus war doch schon lange umgesetzt und somit habe ich mit Echtgeld gespielt. Nach Rücksprache mit dem Chat wurde mir gesagt, dass ich das Geld anscheinend w?hrend eines aktiven Bonus gewonnen h?tte, was aber so nicht stimmt!

Stand jetzt kann ich nur 825€ auszahlen anstatt 3.400€.

Ich habe ohne aktiven Bonus gewonnen und trotzdem wurde das Geld eingezogen.

Ich bitte um Unterstützung in diesem Fall.

Dear Chris7391,

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. 

• Could you please post a screenshot of your bonus history here in this thread?
• Can you check your casino profile for the exact date and time when the wagering requirements were met? If you find it, please share a screenshot here.

Additionally, if there is any other relevant communication between you and the casino, please forward it to [email protected]. Alternatively, you can post it here with other evidence. 

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

Here you can see that only one bonus was active and it had already been implemented.

Afterwards I wanted to withdraw 120€, but you need 200€ for bank transfer.

Then I continued playing and everything took its course as already described.

VG

Christian

hier sieht man, dass nur ein Bonus aktiv war und dieser war bereits umgesetzt.

danach wollte ich 120€ auszahlen, aber man ben?tigt 200€ für Banküberweisung.

Dann habe ich weiter gespielt und alles nahm seinen Lauf wie bereits beschrieben.

VG

Christian

I was able to ask about the wager end in the chat (see picture)

This shows that the wager was finished.

ich konnte das Wager Ende im Chat nachfragen (siehe Bild)

Somit sieht man, dass der wager beendet war.

Thank you very much, Chris7391, for your cooperation. 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.  

Dear Chris7391,

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 Slotvibe Casino to the conversation to participate in the resolution of this complaint.

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.

Hello,

is there anything new about this?

Hallo,

gibt es was neues hierzu?

Hi Chris7391,

We are trying to use all available communication means to contact the casino before we close the complaint. I will let you know when there's news.

Hello Chris7391 and Casino Guru,

We have taken a look at the case and have decided to pay the outstanding amount. You will be contacted via email by one of our managers soon to initiate the withdrawal process.

Kind regards,

The SlotVibe Team

Thank you Slotvibe Casino team for your help.

Dear Chris7391,

Please let us know when you receive your funds.

Dear Chris7391,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

It appears that this issue may have been resolved, but without confirmation from the player we are forced to reject this complaint.

The player can reopen this complaint anytime.

Best regards,

Peter