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[Support] Re: Your withdrawal request

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Your request (#509628) has been updated. To add additional comments, reply to this email.

MadDawg cutty d

29 May 2023, 12:54 EEST

Can I have an explanation before I file a complaint?it was raw cash,14 euros left,I've forfaited the bonus to avoid problems,here's a screenshot of the win,how is it non valid? A single bonus win with 14 euros raw cash left,now it's cancelled?I want to know what casinoguru thinks about it

MadDawg cutty d

29 May 2023, 12:32 EEST

How is it possible?it was raw cash

Ophélie (CustomerSupport)

29 May 2023, 12:30 EEST

Dear MadDawg,

A small correction to the previous e-mail,

after verification your balance has been completely cancelled due to this rule in the terms and conditions:

- Any deposit and winnings related to a deposit bonus will be blocked until the wagers indicated for the offer have been made.

'2.4.7. Players must wager the entire deposit before requesting a withdrawal. If the deposit is not played at least once, the withdrawal request will be cancelled.

Therefore, there are no remaining balances at this time. We apologize for any inconvenience this may cause.

Please familiarize yourself with our terms and conditions to avoid disappointment in the future.

For further information, please click here: https://www.casinoestrella.com/terms-of-service/

We remain at your disposal for any additional assistance.

Regards,

Ophélie

MadDawg cutty d

29 May 2023, 12:02 EEST

So how much can I withdraw from 1000?

Ophélie (CustomerSupport)

29 May 2023, 12:00 EEST

Dear MadDawg,

I am writing regarding your withdrawal request on Casino Estrella.

We inform you that our Financial Department has canceled your withdrawal, and reversed this amount back into your casino account, as this is a deposit that you did not play accordingly.

Indeed, according to our Terms of Use, any deposit must be wagered at least one time entirely, before any withdrawal request.

‘2.4.7. The players must play the full deposit before asking for a withdrawal. If it’s not wagered at least once the withdrawal request will be canceled.’

Consequently, you can only withdraw your winnings, but not the deposits made before playing the equivalent amount.

Thank you for your understanding.

We remain at your disposal for any additional assistance.

Regards,

Ophélie

This email is a service from CustomerSupport. Delivered by Zendesk

[86Z8M6-Y50DK]

Dear Dwgggg,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Mandatory real money wagering has been introduced by the AML (Anti-Money Laundering) Regulations for Gaming and Gambling Industry and is usually set by the Licensing Authority. All serious and licensed casinos have to comply and follow these policies.

Could you please advise if you activated any bonus when placing your last deposit?

Looking forward to hearing from you.

Best regards,

Petronela

There was ONE automatic bonus of 50% which I canceled to avoid such problems. Available for further questions

C era UN bonus automatico del 50%che ho annullato per evitare problemi del genere.a disposizione per altre domande

I didn't use the bonus to win the amount, in fact I canceled it

Non ho utilizzato bonus per vincere la cifra,anzi lo avevo annullato

C ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌‌‌‌‌‌‌‌more from the casino:. (Please note that in that particular website YOU CAN'T WITHDRAW with an active bonus,you need to cancel it or wager it,and if you cancel it it erase the full amount won with the bonus,so either: my wins are rawcash ‌ ‌ ‌ ‌‌, ‌ ‌ ‌‌‌‌‌or the website ‌ ‌ ‌ ‌‌‌‌‌‌‌w ‌e ‌n ‌t ‌ ‌ ‌‌‌‌‌‌‌‌‌‌‌‌‌crazy ‌ ‌‌‌‌‌on me ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌

Viviane (CustomerSupport)

30 May 2023, 08:46 EEST

Hello,

We are writing back to you with further information about your case.

Upon review of your account activity, it appears that the wagering requirements associated with the deposit bonus you received have not been met. According to our terms and conditions, players must wager the deposit amount as well as the bonus amount a specified number of times before they can withdraw the associated winnings.

In your case, the requirement was to wager the deposit and bonus amount 30 times.

The welcome bonus will expire after 30 days of having been claimed if wagering requirements have not been met.

The bonus and the respective deposit have to be wagered a total of 30 times before you can withdraw your bonus and potential winnings.

For example, a deposit of €50 will result in a €50 bonus and you will receive a total amount of €100. You will be required to wager €100 x 35 = €3,500 in the casino before you may cash out. To see your bonus and how much you need to wager go to "Bonuses" by clicking the menu button in the top corner.

Any withdrawals made prior to full completion of bonus wagering may result in full forfeit of the bonus as well as any accumulated funds and winnings from the bonus and deposit used to trigger/credit the bonus.

Unfortunately, it appears that the wagering requirements were not met within the time limit, resulting in the remaining balance being voided. We understand that this may be disappointing for you and we apologize for the inconvenience caused.

In order to avoid any misunderstandings in the future, we strongly recommend that you review the terms and conditions associated with any bonus or promotion before accepting them. This ensures that you are fully aware of the requirements and can make informed decisions about your game.

For further information here : Bonus Terms&Conditions

If you have any further questions or need additional information, please do not hesitate to contact our customer service team. They will be happy to help you and answer all your concerns.

Dear Dwgggg,

Could you please advise how you cancelled the bonus? Was it directly in your account or via live chat? Is there any relevant communication that you could forward to petronela.k@casino.guru? It would be very helpful if we had solid proof that you cancelled the bonus before started playing. Thank you.

The bonus was canceled through an operation on the dashboard (fixed rate option in the bonus section), I have a screenshot of the winnings with the remaining balance, I will send it to the indicated email address. I have used the same fixed rate method on casinoestrella on other occasions with withdrawals around 200. I never had problems.

IL bonus é stato annullato tramite operazione su dashboard(opzione forfait Nella sezione bonus),ho uno screen della vincita con saldo rimanente,provvedo a mandarlo alla mail indicata.ho usato altre volte la stessa modalitá di forfait su casinoestrella con prelievi intorno 200,300 euro e non ho Mai avuto problemi.

Please forward a screenshot of your bonus history too when sending your email. Thank you very much.

Dear Dwgggg,

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.

Unfortunately i can't find a bonus history anywhere on the site.is there anything else I can do?

Have you tried requesting it from the casino directly?

Dear Dwgggg,

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.

I asked the casino for a bonus history, but got no response

Ho chiesto Al casino una cronologia dei bonus,ma non ho ricevuto risposta

I asked the casino in the live chat where I can see a history of my cancelled bonuses. Unfortunately, it is not visible anywhere.

Is there any information available inside your account that would suggest that you still have an active bonus?

Dear Dwgggg,

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.

No, I canceled all the bonuses

No,ho annullato tutti I bonus appunto

Could you please advise how much was your last deposit and how much you wagered before attempting to withdraw your winnings? Have you cancelled the bonus before starting playing or after?

Dear Dwgggg,

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.

Loaded 30 euros, The winnings Were canceled before playing THE bonus, but not THE real balance

Caricato 30 euro,Le vincite Sono state annullate prima di giocare IL bonus,ma non IL saldo reale

I'm sorry, but I do not understand. Did you cancel the bonus before placing the very first bet?

Dear Dwgggg,

We recently received supporting evidence from the casino regarding your bonus session, which includes the entire game history. As per the records, you made a deposit of €50, and an additional €25 was credited to your account as bonus funds. Subsequently, you placed several bets before opting to cancel the bonus. Regrettably, it appears that you continued to wager with the bonus, placing over 400 additional bets before eventually canceling it. Unfortunately, the bonus wagering requirements were not completed at the time of cancellation.

I understand that this situation may be disappointing for you, but after careful review, we regret to inform you that we won't be able to assist you further in this case. Our ability to intervene effectively is typically possible when a cancellation occurs after only a few bets, suggesting that you might not have been aware that you were playing with bonus funds. However, given that over 400 bets were placed, it indicates that you were aware of the bonus funds right from the beginning when your deposit of €50 increased to €75 due to the successful credit of the bonus.

If you have any other questions or concerns, please don't hesitate to reach out to me.

Dear Dwgggg,

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 we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.

We’ve reopened this complaint as per the player’s request. We would like to give this case one more chance to get resolved and help both involved parties to reach a satisfactory conclusion.

Player's additional comments:

I wanted to update the case by pointing out that I was kindly offered a 1000 euro bonus for the mistake. I completed the wager (they became 1000 euro withdrawable) I await receipt of the sum to positively close the case. Thank you casinoestrella for the second chance and you casinoguru for patience. I await developments.

Thank you, Dwgggg, for getting back to us. Please keep me informed about any further developments.

Hi MadDawg,

We are writing as we are pleased to confirm that after having re-credited the bonus corresponding to

1,173.11 EUR as a gesture of gratitude to you for a total of a remaining wagering of 2,517.38 EUR to be fulfilled

,we see that you subsequently requested a withdrawal of 1000 EUR .

 Congratulations on winning then and requesting withdrawal!

The withdrawal was processed as a wire transfer.

Please note that the funds credited to your account will be visible on your account within 3-5 business days.

We hope that everything is well resolved and that you can continue to enjoy our sites!.

Best regards,

Casino Estrella Management

I am waiting for the funds to be cleared in the MiO account to proceed with closing the case. Thanks again

Aspetto che I fondi siano disponibili sul MiO conto per procedere con la chiusura del caso.Grazie ancora

Hi Dwgggg,

Have there been any developments since our last communication, please?

Dear Dwgggg,

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.

Even if we assumed that the issue has been resolved, without a confirmation from the player, we were forced to reject this complaint.

The player can reopen this complaint anytime.