DrueckGlueck Casino - Os ganhos do jogador em jogos de bônus foram cancelados.

Hello!

I didn't know what to do until now ...

In May I was able to post high profits several times at the Drückglück Casino on two or three consecutive days, my account balance was around € 16,000 !!

I also got congratulatory emails and the like from the casino. Then I wanted to pay out something, whereby a payout should not exceed € 5000.

Ok, I did that, I submitted all the evidence for verification and then released € 5000 for payment to my account.

Until then everything was fine. But there was no money! When I asked why the payout took so long, I got the answer that I had violated the bonus rules and the profit would then be void!

I am one hundred percent sure that I have met all the wagering requirements and that everything was ok, that's what the casino said the whole time.

I still have all the gradients, etc.

Can you help me in any way?

MfG Steffen S ***

Hallo!

Ich wusste bis jetzt garnicht was ich machen sollte...

Ich habe im Mai im Drückglück Casino an zwei oder drei aufeinander folgenden Tagen mehrfach hohe Gewinne verbuchen können, mein Kontostand war bei ca 16000€!!

Ich bekam auch Glückwunsch E-Mails und dergleichen vom Casino. Dann wollte ich etwas auszahlen, wobei eine Auszahlung höchstens 5000€ betragen dürfte.

Ok, das tatich dann eben, habe alle Nachweise zur Veriefizierung erbracht und ließ dann 5000€ zur Auszahlung auf mein Konto freigegeben.

Bis dahin war alles gut. Aber es kam kein Geld an! Auf Nachfrage warum die Auszahlung denn so lange dauert bekam ich dann als Antwort das ich gegen Bonus regeln verstoßen hätte uns der Gewinn damit hinfällig wäre!

Ich bin mir hundert Prozent sicher das ich alle umsatzbedingungen erfüllt habe und alles in Ordnung war, so wurdees mur ja auch dieganze Zeit vom Casino gesagt.

Ich habe sämtliche Verläufe usw noch da.

Könnt ihr mir irgendwie helfen??

MfG Steffen S***

Dear Steffen,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please could you forward me the relevant communication between you and the casino? My email address is kristina.s@casino.guru. I would like to understand completely which rule you breached allegedly.

Additionally, please forward me a link of the bonus that you have redeemed. I would like to check the bonus T&Cs.

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,

Kristina

Dear Steffen,

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.