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I had a real money balance at this casino and tried to withdraw it.

The casino did not allow me to withdraw my real money balance unless I accepted a bonus. At no point was I clearly, visibly, or explicitly informed that accepting the bonus would result in my entire real money balance being converted into bonus funds, nor that such a high wagering requirement would apply.

After accepting the bonus solely for the purpose of unlocking the withdrawal option, my entire real money balance was automatically converted into bonus balance, with an approximate wagering requirement of €2,500.

I immediately contacted live support requesting the removal of the bonus and the restoration of my original real money balance so I could proceed with the withdrawal. The support agent informed me that if I canceled the bonus, I would lose my entire balance, including any winnings that were originally from real money.

After this communication, the support chat was closed by the casino without any solution being offered to me.

I consider this practice to be deceptive and contrary to the principles of fair play, as I was forced to accept a bonus to withdraw my own funds without clear prior information about the consequences.

I request the removal of the bonus and the restoration of my original real money balance so that I can proceed with the withdrawal.

Tenía un saldo de dinero real en este casino y traté de retirarlo.

El casino no me permitió retirar mi saldo real a menos que aceptara un bono. En ningún momento se me informó de forma clara, visible o explícita de que aceptar dicho bono implicaría la conversión de la totalidad de mi saldo real en saldo de bono, ni de que se aplicaría un requisito de apuesta tan elevado.

Tras aceptar el bono únicamente con el fin de desbloquear la opción de retirada, todo mi saldo de dinero real fue convertido automáticamente en saldo bono, con un requisito de apuesta aproximado de 2.500 €.

Contacté de inmediato con el soporte en vivo solicitando la eliminación del bono y la restauración de mi saldo real original para poder proceder a la retirada. El agente de soporte me indicó que, si cancelaba el bono, perdería todo el saldo, incluidas las ganancias que procedían originalmente de dinero real.

Después de esta comunicación, el chat de soporte fue cerrado por parte del casino sin que se me ofreciera ninguna solución.

Considero que esta práctica es engañosa y contraria a los principios de juego justo, ya que se me obligó a aceptar un bono para retirar mis propios fondos sin una información previa clara sobre las consecuencias.

Solicito la eliminación del bono y la restauración de mi saldo de dinero real original para poder proceder a la retirada.

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Dear Ateneaaa,

Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention. To help me fully understand the situation and assist you as quickly as possible, could you please answer a few brief questions?

• Do I understand correctly that you didn't accept any bonuses when you made the last deposit?
• How much was the bonus amount you received?
• Could you please confirm that you haven't placed any bets since the bonus was credited to your account?

We will do our best to resolve this issue promptly. Thank you in advance for your reply.

Best regards,

Kristina

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Dear Ateneaaa,

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,
Kristina
Casino.Guru