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I was given a No Deposit Bonus with 1590 wagering requirement And it said the only thing I could withdraw was 100 profit and the rest would be gone But now they tell me that I have to deposit to withdraw the profit when previously I had talked to the support team and only They told me that my documents to verify it took from one to three days and for the withdrawal it took up to five days without a deposit of anything and I ask again and now it tells me that I have to deposit to be able to withdraw my earnings when in the terms and conditions of the Bonus that they offered me no deposit was specified

Me dieron un Bono sin depósito con requisito de apuesta de 1590 Y decía que lo único que podía retirar de ganancia 100 y lo demás desaparecería Pero ahora me dicen que tengo que depositar para retirar las ganancias cuando anteriormente había hablado con el equipo de soporte y solo me dijeron que mis documentos para verificar se tardaban de uno a tres días y para el retiro tardaban hasta cinco días sin depósito de nada y vuelvo a preguntar y ahora me dice que tengo que depositar para poder retirar mis ganancias cuando en los términos y condiciones del Bono que me ofrecieron no venía especificado ningún depósito

Dear arturodeleon160267, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I checked the bonus T&Cs and I found this:

"After the wagering requirement of a No-Deposit Bonus is met, at least one deposit should be made to verify the payment method before any cashout is possible. In case the maximum cashout limit of the Bonus or the total of associated winnings is lower than the minimum amount allowed for cashout ($100*), the difference has to be deposited and wagered 1x the amount of deposit."

Unfortunately, this is a standard (and reasonable) request from the casino. A no-deposit bonus means that you do not need to make a deposit in order to activate it, however, casinos can require players to make a deposit in order to withdraw winnings from such a bonus. This is standard practice and since a lot of casinos have a term like this, we cannot penalize this casino for it. I would recommend that you make the deposit as soon as possible so that you can verify your payment method and withdraw the winnings.

Please, let me know if there is anything else I could help you with, otherwise, I will be forced to close this complaint.

Thank you for your understanding.

Best regards, 

Kristina

I don't understand why I have to deposit to verify a payment method no I trust my bank and I trust the casino that I know can send me what I've won Well I don't see the situation well Okay deposit the amount I don't know how much That's what you told me because he didn't tell me but the deposit doesn't matter, I go to the first thing they told me You don't need to deposit and they give you that without a deposit a profit was given So how do I know What is a serious casino and talk to the It's true that I'm taking things seriously and it's not a complaint. Don't worry. No, I don't want to get into any discussion at all. that I won is the one that I intend to continue playing with. So I sincerely ask you please, if you allow me to withdraw the agreed amount and the other stays there, I'm not asking for it at all, but if you allow me to play it again, you know a Bonus and That is a risk that you run if someone wins, as there are many who lose at this moment, because you must also understand that I have also had to lose many times and well, no way, but I would really appreciate it if you would do me the favor of allowing me to withdraw. my profit I appreciate it and have a good day

No le entiendo porque tengo yo que depositar para verificar un método de pago no Yo confío en mi banco y confío en el casino que sé que me puede mandar lo que me he ganado Pues no le veo la situación pues Okay depósito la cantidad no sé cuánto es lo que me dices porque no me dijo pero no importa el depositar sino que yo voy a lo primero que me dijeron No necesita depositar y se le entrega eso sin depósito se entregó una ganancia Entonces cómo se Qué es un casino serio y habla con la verdad eso estoy tomando las cosas en serio y no no es ninguna queja No se preocupe No yo no quiero llegar a ninguna discusión para nada yo nomás como personas razonables que somos pues queda y quedar la mitad de lo que yo estoy pidiendo sacar qué es lo que me gané es con la que pienso seguir jugando Entonces yo le pido Atentamente de favor que si me permite retirar la cantidad acordada y la otra pues se queda ahí no la estoy pidiendo para nada sino que sí me permiten jugarla nuevamente usted sabe un Bono y ese es un riesgo que ustedes corren que alguien gane como hay muchos que pierden por este momento pues también deben de entender que también a mí me ha tocado perder muchas veces y pues ni modo pero se lo agradecería mucho si me hiciera el favor de permitirme retirar mi ganancia Se lo agradezco y muy buen día

Thank you very much for your reply, arturodeleon160267. Well, first of all, you are now writing with a Casino.guru employee, not the casino. I have no influence on your withdrawal.

I was trying to explain that it is very common for casinos to require at least one successful deposit before they process any withdrawal. Mostly the deposit is used to collect data about the payment method so it is easier for the casino to process the withdrawal back to the same payment method.

I am afraid that if you don't want to follow my instructions, there is not much more we can do for you.

The truth is a thousand apologies for misinterpreting your words sorry I am very ignorant and if I really need your help I will be very grateful I will be more attentive to what I read and write I hope you help me solve this without problem thank you good morning

La verdad mil disculpas por mal intepretar sus palabras perdon soy muy ignorante y si realmente nesecito desu ayuda se lo estare muy agradecido estare mas atento a lo que leo y escribo espero me ayuden a resolver esto sin problemagracias buenos dias

Have you already made the deposit as I suggested?

Dear arturodeleon160267,

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.