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Good night,

I recently received an email from a casino offering me 5 free spins. After playing them, I won a total of $50,000 CLP. I contacted customer support and they told me I had to wager a total of $2,500,000 CLP before I could withdraw my winnings. After two days, on Thursday, April 6, 2023, I managed to meet the wagering requirement and made a profit of CLP 300,000.

I immediately contacted customer support to ask how I could withdraw my winnings. They told me that I only had to make a deposit of $10,000 CLP to activate my account and upload the corresponding documentation. They assured me that once I did that, I would be able to withdraw my money. Therefore, on Friday, April 7, I made the deposit and sent my documents.

However, today I received an email informing me that my withdrawal request had been cancelled. When I logged into my casino account, I found out that my balance was only $10,000 CLP (the amount I deposited). I contacted customer support again and they told me that they canceled my withdrawal request because I had placed bets that exceeded 10% of the bonus credited to my account. According to the bonus terms and conditions, this was not allowed. Therefore, they canceled my withdrawal request and voided my winnings.

I tried to discuss the matter with a customer service agent, but the person sent me the same message multiple times and automatically closed the chat. It should be noted that a day before I had spoken with another agent who assured me that my withdrawal would be approved if I sent my documents and deposited $10,000 CLP. I feel very frustrated with the situation and I don't know how to proceed.

Buenas noches,

Recientemente recibí un correo electrónico de un casino que me ofrecía 5 giros gratuitos. Después de jugarlos, gané un total de $50.000 CLP. Contacté al servicio de atención al cliente y me dijeron que tenía que apostar un total de $2.500.000 CLP antes de poder retirar mis ganancias. Después de dos días, el jueves 6 de abril de 2023, logré cumplir con el requisito de apuesta y obtuve una ganancia de $300.000 CLP.

Inmediatamente me comuniqué con el servicio de atención al cliente para preguntar cómo podía retirar mis ganancias. Me dijeron que solo tenía que hacer un depósito de $10.000 CLP para activar mi cuenta y subir la documentación correspondiente. Me aseguraron que, una vez que hiciera eso, podría retirar mi dinero. Por lo tanto, el viernes 7 de abril, realicé el depósito y envié mis documentos.

Sin embargo, hoy recibí un correo electrónico informándome que mi solicitud de retiro había sido cancelada. Cuando ingresé a mi cuenta del casino, descubrí que mi saldo era de solo $10.000 CLP (la cantidad que deposité). Me comuniqué con el servicio de atención al cliente nuevamente y me dijeron que habían cancelado mi solicitud de retiro porque había hecho apuestas que superaban el 10% del bono acreditado en mi cuenta. Según los términos y condiciones de la bonificación, esto no estaba permitido. Por lo tanto, cancelaron mi solicitud de retiro y anularon mis ganancias.

Traté de discutir el asunto con un agente del servicio de atención al cliente, pero la persona me envió el mismo mensaje varias veces y cerró el chat automáticamente. Cabe destacar que un día antes había hablado con otro agente que me aseguró que mi retiro sería aprobado si enviaba mis documentos y depositaba $10.000 CLP. Me siento muy frustrada con la situación y no sé cómo proceder.

Dear BriteChile,

Thank you very much for submitting your complaint and forwarding all the relevant communication. I’m sorry to hear about the issue and understand your frustration. I carefully checked the Bonus Terms on the website, and this is what I found (here):

Free Spins Terms & Conditions

4. Betting more than €4 per spin or 10% of the received bonus amount (the smaller of the two) on a slot game

We would like to see casinos implementing systems that would prevent players from placing higher than allowed bets, but, unfortunately, this is not standard practice yet.

Please do not hesitate to forward your game history in Excel or PDF format to petronela.k@casino.guru if you feel that you’ve been accused mistakenly.

I hope we will be able to help you to resolve this issue and receive your winnings as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

As I mentioned earlier, having read the terms and conditions, I was able to understand what was required to withdraw my money. However, it seems that you did not read everything I wrote above. Before placing any bets, I contacted the live chat and was informed that in order to withdraw I would need to play 2,500,000 million. After I had fulfilled this requirement, I went back to the live chat and they told me that everything was in order, but that I needed to make a deposit of 10,000 and send my documents in order to withdraw my money. This forced me to deposit the 10,000, and I still couldn't withdraw the 300,000 I had won. In addition, they gave me false information saying that everything was in order and lied to me that I needed to deposit in order to withdraw. In short, I feel cheated and I hope that they can refund me the 10,000 deposited since I am not willing to continue losing money in the casino.

Como mencioné anteriormente, después de haber leído los términos y condiciones, pude comprender lo que se requería para retirar mi dinero. Sin embargo, parece ser que no leíste todo lo que escribí anteriormente. Antes de realizar cualquier apuesta, me comuniqué con el chat en vivo y me informaron que para poder retirar necesitaría jugar 2.500.000 millones. Después de haber cumplido con este requisito, me dirigí nuevamente al chat en vivo y me dijeron que todo estaba en orden, pero que necesitaba hacer un depósito de 10.000 y enviar mis documentos para poder retirar mi dinero. Esto me obligó a depositar los 10.000, y aun así no pude retirar los 300.000 que había ganado. Además, me dieron información falsa al decir que todo estaba en orden y me mintieron diciendo que necesitaba depositar para poder retirar. En definitiva, me siento estafada y espero que puedan reembolsarme los 10.000 depositados ya que no estoy dispuesto a seguir perdiendo dinero en el casino.

Thank you so much, BriteChile, for taking the time to respond. I just wanted to let you know that I have carefully read your initial explanation of the situation. Please understand that if the maximum bet rule was violated during the Free Spins wagering, any winnings may not be eligible for payout. However, I completely agree that a refund of the deposited funds would be fair, especially if no bets were made using them.

Can you please let me know if your account is fully verified and if your deposited funds are still sitting untouched in your account? Looking forward to hearing from you.

Dear BriteChile,

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.

I wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.