I had a credit of 220 € and I decided to withdraw 100 € but the request was rejected and the balance dropped to 65 €. I won at Roulette by doubling over red and black, they claim it is forbidden. By reading the Terms and Conditions I have not found this ban.

Avevo un credito di 220€ ed ho deciso di prelevare 100€ ma la richiesta è stata respinta ed il saldo è sceso a 65€. Ho vinto alla roulette gicando a raddoppio su rosso e nero, loro sostengono che è vietato. Leggendo i Termini e Condizioni questo divieto non l'ho trovo.

Dear Luciano,

Thank you very much for submitting your complaint through our website. I am very sorry to hear about your troubles. Could you please provide me with more information and details regarding this matter? Did you receive any explanation from the casino, and if yes, could you please forward it to me? Which bonus did you claim? Also, could you please provide me screenshots of your betting history? Thank you so much in advance for your reply.

Best regards,

Satrio

Dear Luciano,

Thank you for your reply. I carefully checked the bonus terms from their website and, as you stated in your complaint, you had double your bet and as a result of it probably you placed a higher bet than 30% of the bonus amount, which could lead to a breach of their bonus terms and conditions, please see this link (https://www.ts-casino.com/bonus-terms-conditions/?isPopup=true&lang=en#conditions)

"Placing single bets equal to or greater than 30% of the value of the smallest bonus credited to the player account, prior to the total wager requirement for that balance having been met"

For further investigation, could you please send me your betting or game history to support your claims? Thank you so much for your cooperation.

Best regards,

Satrio

Good evening, I am attaching the chronology of the plays

Buonasera, allego cronologia delle giocate

Dear Luciano,

Thanks for your response. I have not received your previous attachment. Could you please email them to [email protected] ?

Best regards,

Satrio 

Dear Luciano,

Thank you for sending me the evidence. However, I would appreciate if you could specify to me which date exactly did you play with the bonus? As I saw on the evidence, there are many dates. 

Also, is there any information given from the casino except an email above?

Regards,Satrio

Dear Luciano,

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.