Hello,

I am experiencing a problem with the withdrawal process. I have sent all the required documents to the casino. However, the casino is non-responsive, does not verify my account, and fails to pay out my withdrawal. I would greatly appreciate your assistance with this matter.

Hallo,

ich habe ein Problem mit der Auszahlung. Ich habe alle ben?tigten unterlagen an das casino geschickt. Aber das Casino reagiert nicht ?, verifiziert mein konto nicht und zahlt meine Auszahlung nicht aus. Würde mich sehr freuen wenn sie mir behilflich sein würden.

Dear Pamuk54,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Could you please advise which documents you have already provided and when exactly you sent the last one? Have you provided all the required documents as soon as possible and in the correct format?

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

Best regards,

Kristina

Good day,

I submitted my front and back ID, proof of address, and the front of my credit card and debit card to the casino on February 14th. On February 15th I received a message asking for a bank statement and the credit card again. I sent these back directly. What puzzles me is that at every other casino the verification works within a few hours and the money even arrives. When asked, support and live chat provide exactly the same automated answers.

Guten Tag,

ich habe dem Casino meinen Ausweis Vorderseite und Rückseite, ein Adressnachweis, und die Vorderseite meiner Kreditkarte und bankkarte am 14.2 eingereicht. Am 15.2 kam eine Nachricht wo ein Kontoauszug und wieder die Kreditkarte verlangt wurde. Diese habe ich wieder direkt zugeschickt. Was mich stutzig macht ist, das bei jedem anderen Casino die Verifizierung innerhalb paar stunden funktioniert und sogar das Geld ankommt. Bei nachfrage kommt vom support und auch livechat exakt die selben automatisierten antworten.

The casino rejected and removed my withdrawal today! Because I allegedly carried out bonus manipulation. I'll describe the matter:

I deposited €20 and got a 100% bonus. I converted over €1200. After the implementation I still had around €500-600, this amount was deducted and only €100 was left. these would be the bonus conditions. Nice and good. Then I played the real money balance of €100 with a stake of €2 per spin on the game Big Bass (which is not forbidden) and won €500 again. Now the casino claims I did a bonus manipulation!! And my winnings were deducted again!! Now only my stake is left in the account. The casino is a scam! I played normally like at any casino. I ask for your help.

Das Casino hat heute meine Auszahlung abgelehnt und entfernt! Weil ich angeblich eine bonus Manipulation durchgeführt h?tte. Ich schildere die Sache mal:

ich habe 20€ eingezahlt und ein 100% Bonus bekommen. Das habe ich umgesetzt von über 1200€. Nach der Umsetzung hatte ich noch ca. 500-600€ dieser Betrag wurde mir abgezogen und nur ein 100€ übrig gelassen. so w?ren die Bonus Bedingungen. Sch?n und gut. Dann habe ich das Echtgeltguthaben von 100€ mit einem einsatz von 2€ Pro/Drehung bei dem Spiel big bass gespielt( was ja nicht verboten ist) und wieder 500€ gewonnen. Jetzt behauptet das Casino ich h?tte eine Bonus Manipulation gemacht!! Und hat wieder mein Gewinn abgezogen!!Jetzt ist nur noch mein Einsatz auf dem Konto. Das Casino ist ein Betrüger! Ich habe ganz normal gespielt wie bei jedem Casino. Ich bitte um Ihre hilfe.

Thank you very much for your reply, Pamuk54. Could you please forward all the relevant communication between you and the casino to [email protected]? Alternatively, you can post it here. Thank you in advance.

Unfortunately I don't have any chat history. The casino claims that I have violated the terms and conditions. Because I continued playing with the real money I had converted and achieved more winnings. Are there any chances?

Ich habe leider kein verlauf über den chat. Das Casino behauptet das ich gegen die agb versto?en h?tte. Weil ich mit dem umgesetzten echtgeld guthaben weiter gespielt habe und mehr gewinn erzielt habe. Gibt es irgendwelche Chancen?

Thank you very much, Pamuk54, for your cooperation. I will now transfer your complaint to my colleague Adam ([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.  

Hello Pamuk54,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite WonOlot Casino to join the conversation and participate in the resolution of this complaint.

Dear WinOlot Casino,

Can you please provide more details regarding the decision to confiscate the player's winnings?

Kind regards,

Adam

Dear Pamuk54,

I have received an explanation via email from the casino. It states that you have claimed a bonus on your second deposit and received a bonus amount of EUR10. While playing this bonus, the casino mentioned that you have placed multiple bets that are higher than the amount of EUR 0.50, which is a breach of the following rule regarding bonus abuse:

"Placing bets of amounts higher than €12 (or equivalent to € in other currency) or 5% of the given bonus, whichever is lower".

I have asked for further evidence of this, but can you please comment in the meantime?

Kind regards,

Adam

I placed higher bets with my deposit amount and that's not forbidden either. And what should we understand by such a rule?

"Placing bets in amounts greater than €12 (or the equivalent of € in another currency) or 5% of the bonus given, whichever is lower."

I have played in many casinos with bonuses. I have been paid out the amounts that I have wagered. This casino deducted my winnings twice. 1. the implemented bonus of €600 was deducted and reduced to €100 and the €480 profit was reduced again by the €100! These are predatory rules that are being put in place. Every other casino pays out winnings and this one keeps the winnings. That's absurd!

ich habe mit meinem einzahlungsbetrag h?here einsetze get?tigt das ist ja auch nicht verboten. Und was soll man unter so einer Regel verstehen?

?Platzieren von Wetten mit Betr?gen über 12 € (oder dem Gegenwert von € in einer anderen W?hrung) oder 5 % des gegebenen Bonus, je nachdem, welcher Betrag niedriger ist."

ich habe in sehr vielen casinos gespielt mit bonus. Die betr?ge die ich umgesetzt habe, habe ich ausgezahlt bekommen. Dieses Casino hat mir 2 mal die gewinne abgezogen. 1. den umgesetzen bonus von 600€ abgezogen auf 100€ reduziert und durch die 100 € erzielten 480€ gewinn wieder gekürzt! Das sind r?uberische regeln die aufgesetzt werden. Jedes andere Casino zahlt gewinne aus und dieses beh?lt die gewinne ein. Sowas ist absurd!

Dear Pamuk54,

According to the casino, you have accumulated the winnings from the bonus, but did so by placing bets over the maximum amount - the terms are relevant to both your deposit and bonus amount until the wagering has been completed. The bonus winnings were subject to a maximum win rule of 10x the received bonus, so your winnings were capped to this amount. You have then used these winnings to continue playing and accumulate the amount of $480 but at the point you have requested a withdrawal, this amount has been confiscated as the winnings from the bonus were in breach of the terms.

Are you able to access the history of transactions and bets in your account? If so, can you please provide the history showing your bets with the bonus to me?

Kind regards,

Adam

Dear Pamuk54,

Please respond to my previous post. I will extend the timer for 7 days, and if we still do not hear from you within that time we will have no option but to reject this complaint.

Kind regards,

Adam

Dear Pamuk54,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.