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I won an amount, but my money was deducted because apparently it was bonus money. My balance, which I had won, was 689 euros, and then it was suddenly only 90 euros. Please help me. I want my winnings to be refunded.

It can't be that from the whole amount, only 90 euros remain.

I have uploaded the photos of what I won.

Ich habe ein betrag gewonnen gehabt aber mein geld wurde abgezogen angeblich war es bonus geld mein betrag war was ich gewonnen hate auf mein guthaben 689 euro und dann war es einfach nur 90 euro bitte helfen sie mir ich möchte mein gewinn wieder zürück erstatten von denn

Es kann doch nicht von denn ganzen geld einfach nur 90euro bleiben

Die fotos hab ich drauf geladen was ich gewonnen habe

Dear Cali90,

Thank you very much for submitting your complaint.

I’m sorry to hear about the issue you’re facing with your winnings. To help us understand the situation better and mediate effectively with the casino, could you please provide us with some additional information?

• Did you use any bonus when playing, such as a welcome bonus, free spins, or other promotional offers? If yes, could you specify which bonus you used and the terms associated with it?
• Were there any wagering requirements or specific conditions tied to the bonus, such as withdrawal limits?

Your cooperation is crucial for us to proceed with the case and work towards resolving this issue. Without your input and detailed information, we won’t be able to assist you effectively.

If you have any relevant email communication, terms of the bonus, or additional screenshots, please feel free to forward them to [email protected].

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,

Petronela

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hello Cali90

Thank you for the complaint!

According to our records, you activated the bonus 150% for deposit (from AdventCalendar on Dec 18 )

According to the T&Cs of the bonus, the max cashout is equal to x3 from the bonus received (28.50 х 3 = 90 eur)

It is clearly stated also in terms:

Hope this clarifies the matter.

Warm regards

Dear Cali90,

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.

We regret to inform you that we must reject this particular case due to the lack of response from the player to our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.