Casinia Casino - プレイヤーは支払い限度額により引き出しが遅れる場合があります。

Hello Guru Casino Team,

I would like to withdraw my winnings, but when I attempt to cash out, a 10 Euro withdrawal limit appears. Is this a joke?

I also contacted live chat when I still had 1389 Euros and wanted to withdraw 1200 Euros. Sandro mentioned I need to reach 306.05/317.00 and play another 10 Euros. I continued playing and now have won 6330 Euros, yet I still cannot withdraw, and the limit remains at 10 Euros.

I need your assistance with this and ask for your understanding.

Best regards,

kralkizi

Hallo Guru Casino Team,

ich möchte gerne meine Gewinne auszahlen lassen und wenn ich abheben tätige erscheint 10 Euro Auszahlung Limit ist das Witz oder?

Ich habe mich auch an live Chat mich angewendet wo ich noch 1389 Euro gehabt habe und wollte ich 1200 Euro abheben und der Sandro hat gemeint ich muss auf 306.05 /317.00 kommen und noch 10 Euro spielen und ich habe weiter gespielt und habe jetzt 6330 Euro gewonnen und kann immer noch nicht auszahlen lassen und der Limit ist immer noch 10 Euro.

Hiermit benötige eure Hilfe und bitte um Verständnis.

Grüße

kralkizi

Dear kralkizi,

Thank you very much for submitting this complaint. I’m sorry to hear about the difficulties you’re experiencing. To better understand your case, may I ask you a few questions?

Could you please specify the amount of your last deposit with this casino? Did you activate any bonus with it?

If you did activate a bonus, were you able to fulfill the wagering requirements before requesting a withdrawal? And if you played without a bonus, did you fulfill the requirement to wager the deposited amount at least once, as specified in the Terms and Conditions?

Additionally, could you provide screenshots showing the low withdrawal limits you encountered, along with any relevant communication with customer support? You can either upload the screenshots here or send them to me directly at veronika.l@casino.guru.

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

Best regards

Veronika

Hello Veronika,

thank you for your feedback and efforts.

I have sent you email.

Greetings

kralkizi

Hallo Veronika,

vielen Dank für ihre Rückmeldung und Bemühungen.

Ich habe Ihnen E-Mail gesendet.

Grüße

kralkizi

Thank you for your emails. I’ve reviewed the screenshot, and I can see that you made several deposits to the casino. Please note that in order to make a withdrawal, you need to wager each deposit you made. Additionally, if you activated a bonus, the wagering requirements are even higher than for real money deposits alone.

In the chat transcript you provided, you were told that you needed to wager an additional 10 euros. This means you had to place bets that totaled 10 euros. It's important to remember that not all games contribute equally to fulfilling the wagering requirements. Slot games typically contribute 100%, while other types of games contribute a lower percentage. To make sure you meet the requirements, please refer to the casino's Terms and Conditions to check the contribution percentages for different games.

Have you played any games since we were last in touch? Are you still having problems with the withdrawal limits imposed on your profile?

Dear kralkizi,

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, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.