Hi complaints department,

this is my first time using on line casino.

i have deposited well over $2000.

won winning with my own deposit and contacted their online support asking how to cash out.

i followed their procedure and supplied all documents and the amount available for cash out was available and I submitted.

it got denied and have been emailed stating cash out has been denied due to Comp points.

i feel like I have been mislead and have been told to cancel withdrawal and play and use up all the money to receive a $186 cash out.

if you can please help.

oncw again I feel like I have been mislead and lied too.

your help will be highly appreciated.

regards,

danny.

Dear Danny,

Thank you for submitting your complaint. I’m sorry to hear about your problem. I would like to know if you were aware of collecting Comp points (I am not quite sure how it works). Would you be so kind and forward me the communication between you and the casino to [email protected]? I would especially like to see the email, where you were informed, that your withdrawal was denied (together with an explanation).

Hopefully, I will be able to help you with this matter as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

Hi Kristina,

thank you for your quick response.

i have forwarded everything to your email.

your help will be highly appreciated.

Regards,

Danny.

Hello Danny,

Thank you for your reply and your email. You mentioned in your first message, that this is the first time playing in the casino, so I understand that you are new into this.

I read all the communication you sent. From the converstaion I see, that you don't understand how bonuses work yet and the support explained you shortly what you need to do. Please understand, each bonus comes with some conditions you have to fulfill and wagering (playthrough) is one of them. Unfortunately, this is how it works - a bonus is something you receive for free from the casino, however there are always conditions you have to follow in order to receive your winnings.

In this case you were explained, you need to fulfill playthrough requirements and you have to bet $11,160 to meet playthrough. I would also recommend reading articles we've written. You can find many useful information there, not only about bonuses, but about online gambling in general:

http://www.kpvfaw.com/casino-guru-online-casino-guide

http://www.kpvfaw.com/casino-bonuses

I am sorry, but if the only problem here is, that you didn't meet playthrough requirements, we won't be able to help.

Unfortunately, after gathering all the necessary information we are rejecting this complaint as unjustified. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we will try our best to help.