O cassino exige um depósito para sacar ganhos já desbloqueados.

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Hello,

I recently won €100 at Heaps o' Wins Casino using a bonus. I successfully completed all wagering requirements and requested a withdrawal of my winnings. However, the casino has denied my withdrawal and is requiring me to make an additional deposit to "activate" the payout, something that wasn't specified in the bonus terms.

Until now:

I have fulfilled all the conditions of the bonus.

I have fully verified my account (KYC).

The casino has not provided any valid arguments beyond asking me for a deposit.

I find this practice abusive and possibly fraudulent, as they are using excuses to force me to deposit more money before releasing a legitimate profit.

I've attached screenshots of my betting history, the support message asking me for the deposit, and confirmation that the rollover has been completed.

I request that this case be investigated and that the casino release my winnings without any additional conditions that were not included in the original bonus terms.

Thank you for your time.

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Hola,

hace poco gané 100 € en el casino Heaps o’ Wins usando un bono. Completé correctamente todos los requisitos de apuesta (wagering) y solicité el retiro de mis ganancias. Sin embargo, el casino me ha denegado el retiro y me está exigiendo que haga un depósito adicional para "activar" el pago, algo que no estaba especificado en los términos del bono.

Hasta ahora:

He cumplido todas las condiciones del bono.

He verificado completamente mi cuenta (KYC).

El casino no ha proporcionado ningún argumento válido más allá de pedirme un depósito.

Me parece una práctica abusiva y posiblemente fraudulenta, ya que están usando excusas para forzarme a depositar más dinero antes de liberar una ganancia legítima.

Adjunto capturas de pantalla del historial de apuestas, el mensaje del soporte pidiéndome el depósito y la confirmación de haber completado el rollover.

Solicito que se investigue este caso y que el casino libere mis ganancias sin condiciones adicionales que no estaban previstas en los términos originales del bono.

Gracias por su atención.

Hello.

I would say we are talking about a verification deposit, which is pretty common. To allow you to withdraw with certain payment options, you have to use them for the deposit first. Usually the lowest amount is required for the verification deposit. This is kind of specific in case the player has never deposited before and only played with no deposit bonuses.

Sometimes, though, these deposits must also be wagered. Support from the casino should probably explain that to you. It sounds like this scenario to me, though. Would you kindly ask the casino to confirm that?