RockstarWIN Casino - O saque do jogador foi confiscado.

Dear Guru Team, let me explain a bit: I made a deposit of €20 at this casino and won almost €1600. However, since I was playing with a bonus, all my winnings were deleted – except for €100. That was the first unpleasant surprise, but I should have read the bonus terms and conditions more carefully. Anyway, I thought, "Oh well," and continued playing with the remaining €100 – and as fate would have it, I managed to win another €1500 with that €100. I then wanted to withdraw this in three installments of €500 each. Afterward, I had to go through the KYC process and also exchanged emails with support... After some initial difficulties, I finally managed to get my account verified. Alice (that was the employee's name) then assured me via email that she had forwarded the first €500 to the relevant team... So far, so good, I thought. When I logged into my casino account a few hours later, I was horrified to discover that all my withdrawals had been canceled and my casino balance was back down to €100. How is that possible? I've already received this "penalty" for the winnings from the bonus I played through. Surely the casino can't possibly withhold the winnings I earned after fulfilling the initial bonus requirements, can they? What can I do in this situation?

Liebes Guru Team. Ich hole ein wenig aus: Ich habe in diesem Casino eine Einzahlung über 20€ getätigt und knapp 1600 Euro gewonnen. Da ich aber mit einem BOnus gespielt habe wurde mir der gesamte Gewinn gelöscht - bis auf 100€. War schon die erste böse Überraschung, aber hätte ich halt die Bonusbedingungen besser gelesen. Seis drum dachte ich mir und habe mit den übrig gebliebenen 100€ weitergespielt - und wie das Schicksal so wollte konnte ich mit den 100€ erneut 1.500€ gewinnen. Diese habe ich dann auf 3x500€ auszahlen lassen wollen. Anschließend musste ich den KYC Prozess durchlaufen und war auch im Austausch per Email mit dem Support...Nach einigen Troubles ist es mir aber gelungen meinen Account verifizieren zu lassen. Per Mail wurde mir dann von Alice (so hies die Mitarbeiterin) versichert, dass sie die ersten 500€ an das zuständige Team weitergeleitet habe...soweit so gut dachte ich. Als ich dann einige Stunden später in meinen Casino Account eingestiegen bin, musste ich aber zu meinem Entsetzen feststellen, dass mir sämtliche Auszahlungen storniert wurden und ich wieder einen Casino Kontostand von 100€ habe. Wie kann das sein? Diese "Strafe" der Gewinne mit gespieltem BOnus habe ich bereits kassiert. Das Casino kann doch unmöglich erneut meine Gewinne die ich DANN im Anschluss an die ursprünglich durchgespielten BOnusregeln gewonnen habe, erneut einbehalten, oder? Was kann ich in so einem Fall tun?

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Dear MJ306caoticcrawfish77,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Casiworx N.V.Casabet.io Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Were you informed at any point that bonus terms and conditions persist after the wagering of the bonus is complete?
• Could you please advise if the balance in your casino account is divided into real and bonus money balances?
• Do I understand correctly that the balance appeared as 'withdrawable'/ 'real money' after you completed the wagering requirements?

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Petra