Casino en Casa - O pagamento do jogador foi atrasado.

I deposited 100,000 and won 100 free spins. This gift had no rollover requirement, and I won approximately 3,000. I withdrew, deposited another 100,000 and won another 100 free spins, winning approximately 1,000. I withdrew again. The casino refuses to pay me my money, claiming the spins have a 7x rollover requirement. I've already wagered around 40,000, so if they're demanding a 7x rollover, I would have already met it since the 4,000 I would have won in the free spins would have already been wagered.

I asked them to show me the terms and conditions, but they refused, and they also wouldn't tell me how much I have left to play. They just kept saying I should bet more.

Deposite 100.000 y gane 100 giros gratis. Regalo que no tiene rollover, gabe 3.000 aprox. Retire, deposite 100.000 y gane 100 giros gratis, gane 1.000 aprox. Y retire. El casino no me quiere pagar mi dinero, inventando que los giros tienen rollover de x7. Ya he apostado unos 40.000, asi que si me piden rollover x7 ya la habria cumplido ya que de los 4.000 que habria ganado en los giros gratis ya se habria jugado.

Les pido que me muestren los terminos y condiciones pero se niegan y tampoco me dicen cuanto me falta por jugar. Solo dicen que debo apostar mas

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Dear Diegnin,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

They also eliminated the promotion that was supposed to last until the end of the World Cup. On the lower part appeared the voucher for Lucrecia's album

Ademas eliminaron la promocion que debia durar hasta que termine el mundial. n la parye inferior aparecia el bono de el albun de lucrecia

Dear Diegnin,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Dear Diegnin,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Karla
Casino.Guru