Goodnight,

My name is artur

On Friday an email arrived, telling me that if I entered a minimum of € 20 they would give me € 100 to play in bonuses.

So I decided to enter € 20 to play a little, you gave me the bonus and I had € 120.

With those € 120 I could win up to € 1,519, but I could not withdraw them, because he told me that I had to reach approximately € 3000 in bets to be able to withdraw them.

What did I do? I hit that amount by playing and then decided to finally withdraw a total amount of € 1,113.

When making the withdrawal, later an email arrived asking me for specific information, to confirm my validity as a user and to be able to make the withdrawal effective.

After sending those details, I receive an email the day after my withdrawal has been canceled ?????

I go into the chat to talk to one of his agents, and he tells me that the bets should not be less than € 6 since it is 30% of what is deposited in order to withdraw the money.

He did not understand anything, because that is not recorded at any time on his WEB page.

So, I have asked BEATRICE (A chat agent) to return the money earned € 1519 since that amount, I won with the initial € 120 making maximum bets of € 5.

It seems to me a hesitation to the end user in this case me, because when I win they take away all the money? Is that what you do with your clients? They only send emails for us to enter and then if they win, don't they pay? Is that your policy?

I want my money as soon as possible in my account

Buenas noches, 

Mi nombre es Artur

El viernes me llego un correo, diciéndome que si ingresaba un mínimo de 20€ me daban 100€ para jugar en bonos. 

Entonces decidí ingresar 20€ para jugar un poco, me disteis el bono y tenia 120€.

Con esos 120€ llegue a ganar hasta 1519€, pero no los podía retirar, porque me decía que tenia que llegar en apuestas a 3000€ aproximadamente para poderlos retirar. 

Que hice? Llegue a ese importe jugando y entonces decidí retirar finalmente un importe total de 1113€. 

Al hacer la retirada, mas tarde me llego un correo pidiéndome unos datos en concreto, para confirmar mi validez como usuario y poder hacer efectiva la retirada. 

Después de enviar esos datos, recibo un correo el día siguiente de que mi retirada ha sido cancelada?????

Me meto en el chat para hablar con uno de sus agentes, y me dice que las apuestas no deberían ser menos de 6€ ya que es el 30% de lo depositado para poder retirar el dinero. 

No entendía nada, porque eso en ningún momento lo hacen constar en su pagina WEB. 

Entonces, le he pedido a BEATRICE (Un agente del chat) , que me devuelvan el dinero ganado 1519€ ya que ese importe, lo gane con los 120€ iniciales haciendo apuestas máximas de 5€.

Me parece una vacilada al usuario final en este caso yo, porque al ganar me quutan todo el dinero? Eso es lo que hacen con su  clientes? Solo envian correos para que ingresemos y después si se gana no pagan? Esa es su política? 

Quiero mi dinero lo antes posible en mi cuenta

Dear Artur,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I have checked the terms and conditions, and this is what I found:

"16.3."Irregular play" includes, inter alia:

Placing total bets equal to or greater than 30% of the value of the smallest deposit currently in play.

Using Martingale, double-up, one number bet, and similar systems and strategies.

Purchasing in-game feature including but not limited to free spins, for the accumulated price equal to or greater than 30% of the value of the smallest deposit currently in play."

I would like to emphasize that according to our Fair Gambling Codex http://www.kpvfaw.com/fair-gambling-codex-for-casinos

'Fair and safe casinos' are those that meet all criteria for 'fair casinos' and have also implemented measures that prevent players from accidentally doing something against the rules or their own best interests.

'Fair and safe casinos' should therefore prevent players from accidentally breaking the T&Cs, Bonus T&Cs, or doing anything else that might jeopardize the money in their player accounts. Specifically, 'fair and safe casinos' should:

Enforce maximum bet sizes, restricted games and other bonus conditions.

Please, could your forward communication between you and the casino, in which they accused you of having multiple accounts, to [email protected]? Alternatively, you can post it here. Looking forward to hearing from you.

Best regards,

Kristina

Dear Artur,

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.