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I made a deposit of 15,000 and won over 1,000,000.

I tried to withdraw 950,000, but they administratively deducted 875,000, so I can only withdraw 75,000.

In reality, they are not allowing me to withdraw anything yet.

Hice un depósito por 15.000 y gané más de 1.000.000

Quise retirar 950.000 y me descontaron administrativamente 875.000 por lo que puedo retirar solo 75.000

En realidad no me dejan sacar nada aún

Dear JuanCarlos1077,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Can you please clarify the issue with withdrawing your winnings? Are you not able to request a withdrawal? Or has your withdrawal request been pending for too long?
• Did you accumulate your winnings with or without an active bonus?
• Have you received any explanation from the casino regarding the confiscated winnings? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. 

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

Best regards,

Kristina

• I requested the withdrawal of 950,000 and it took a long time. Then a deduction of 875,000 appeared from my balance and I was told that I had to make a new request for 75,000.
• The bonus gave me around 100,000. Then I kept playing to meet the requirement of playing a certain amount of money and that's when it gave me over a million. The balance was then transferred to "real money" according to the casino. Then I kept playing until I reached 850 and went up to 950
• Yes. I was told that due to casino policy they can only allow me to withdraw up to 5 times the amount originally deposited, that is, 75,000 since I deposited 15,000. That is an unheard of explanation, since that way there is no way to win any of the prizes they advertise.
• They didn't even leave the money so I could continue playing, they just deducted it from my balance.

• solicité el retiro de 950.000 y se demoraba mucho. Después apareció una deducción de mi salgo de 875.000 y se me indicó que debía hacer una nueva solicitud por 75.000
• El bono me dio cerca de 100.000. Después seguí jugando para cumplir el requisito de jugar un cierta cantidad de dinero y ahí me dio más de un millón. Después el saldo se transfirió a "dinero real" según el casino. Después seguí jugando hasta llegar a 850 y subí a 950
• Si. Me dijeron que por política del casino solo pueden permitir que retire hasta 5 veces lo depositado originalmente, es decir, 75.000 ya que deposité 15.000. Eso es una explicación inaudita, ya que se esa forma no hay manera de ganar algún premio de los cuales publicitan
• Ni siquiera dejaron el dinero para poder seguir jugando, solo lo descontaron de mi saldo

Thank you for your reply, JuanCarlos1077. I checked the Bonus T&Cs and I found this:

27.24.1. Maximum cashout for bonus balance is capped at five times (x5) the initial deposit amount. This means that any winnings derived from bonus funds cannot exceed five times (x5) the value of the deposit made to activate the bonus.

I am afraid that if the casino reduced your winnings in compliance with this term, there is not much I can do to support your case at this time, especially when the casino shares all the relevant information on the website. Casinos try to design their bonuses to be as attractive as possible, and setting a maximum cashout limit for bonus winnings is very common.

Do I understand correctly that the withdrawal request for 75,000 is still pending? Could you please post a screenshot of your withdrawal history here in this thread?

Dear JuanCarlos1077,

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.

Hello.

To date I have not been able to withdraw the money.

After many days of making the request, a message arrived that I needed some documents to verify my account.

My account was already verified a long time ago and I even had to send the documents several times until the email with the account verification arrived. Today they say again that the documents have to be sent again. I think they don't want me to withdraw the money and they do this to make me give up.

It's been 14 days since the withdrawal request

Hola.

Hasta la fecha no he podido retirar el dinero.

Después de muchos días de realizada la solicitud, llegó un mensaje que necesitaba unos documentos para verificar mi cuenta.

Mi cuenta ya estaba verificada hace bastante tiempo e incluso tuve que enviar los documentos varias veces hasta que llegó el correo con la verificación de la cuenta. Hoy nuevamente dicen que los documentos hay que volver a enviarlos. Creo que no quieren que saque el dinero y que lo hacen para que desista.

Ya van 14 dias de la solicitud de retiro