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Bronze Casino - Withdrawal unfairly declined

RESOLVED
Complaint Info
Disputed casino Bronze Casino
Reason Declined payment
Amount € 850
Posted on January 3, 2020

I am very disappointed in bronzecasino for declining my withdrawal. I know there is a mistake in mixing up my play with a bonus that was added into my balance. You had added €10 (which I did not play with at all) into my balance and after some days later I deposit €113. I started playing games with my own money, all the games I played was required to use real money. I won €850 plus the €10 bonus therefore in my balance was €860. I spoke to one of your agents if I can withdraw, she clearly said yes but I had to send proof of ID (I sent passport, driving licence, bank statement). When I was going to make the withdrawal a pop window came up saying that there is a bonus of €10 in there needs to be removed before making a withdrawal. I clicked yes for the €10 bonus to be removed. The bonus was removed, and it did allow me to make the withdrawal of €850 otherwise it would not have allowed me if my winnings were from bonus. Then couple of days later I see my withdrawal declined for irregular gaming reason using Courrier Sweeper (and returned €113 back into my casino balance). I know this game can played with real money and not bonus. The other games I played were played by real money too. I did not use bonus money for any game, I was using my own money while playing. I did not enter the bonus money at all therefore I did not enter the wagering rule or gaming rule. I believe you are taking away my own winning for a simple mistake on your side. The €10 bonus was removed before making a withdrawal. It did allow me to make the withdrawal of €850 otherwise it would not have allowed me if my winnings were from bonus. I did not play irregular gaming because I did not go from bonus to real money or the other way around. I was clearly using my own money for all the games including courier sweeper, it would have not allowed me to play it anyway. I am 100% sure I did not use the bonus and did not enter contract with the bonus that you added. I only made the withdrawal of €850 because it allowed me, and I asked to see if I can and was told to do so, also because I used my own money all along. This is completely different situation; the bonus was removed before withdrawal and games were not played with the bonus at all. The free bonus they added was not part of my play. All winnings were from my own money.

Posted on January 5, 2020

Dear YADGAR

Thank you for bringing this matter to our attention.

We will investigate your concerns and update this post accordingly.

Kind regards

Bronze Casino

Posted on January 6, 2020

Dear YADGAR

We have investigated your concerns and we are pleased to inform you that your withdrawal request was reinstated.

Kindly provide the missing documentation to finalise the verification process. Once the verification is finalised, your funds will be paid immediately.

We apologise for the error and if you have further questions, please do not hesitate to contact the casino.

Kind regards

Bronze Casino

Posted on January 6, 2020

Thank you for correcting the mistake. I have sent you my bank details. If all goes well with receiving my withdrawal then I will happily use the casino again.

AskGamblers
Posted on January 10, 2020

Dear Bronze Casino,

Please let us know if there's some update regarding this case.

Posted on January 12, 2020

Dear AskGamblers and valued player

We can confirm that the KYC was completed on the 8th of January 2020 and the withdrawal payment was sent to the payment processor.

Kind regards

Bronze Casino

AskGamblers
Posted on January 13, 2020

Dear @yadgar,

Please confirm if the issue has been resolved. Be in aware in case you fail to respond within the given time frame we will consider your issue as resolved and your complaint will be closed accordingly. Please keep in mind that as per the AGCCS terms providing updates in a timely manner is a must.

Thank you for your cooperation.

Posted on January 13, 2020

I am still waiting for winnings. They said my bank details are received and verification is successfull. They said they will pay it into my account, I keep checking my bank and there is nothing yet. I don't why they are taking such a long time to pay my withdrawal. I am going to be losing around £50 due to exchange rate as well now that value of british pound has gone up. I don't know how they are paying or if they will, I am still waiting and keep checking.

Posted on January 14, 2020

@YADGAR

We can confirm that the payment was successfully made to your nominated account.

Can you confirm when the funds are received?

Kind regards

Bronze Casino

AskGamblers
Posted on January 14, 2020

Dear @yadgar,

Please make sure to update your issue in a timely manner and let the AskGamblers Complaints Team know if you got the payment. Be in aware in case you fail to respond within the given time frame we will consider your issue as resolved and your complaint will be closed accordingly. Please keep in mind that as per the AGCCS terms providing updates in a timely manner is a must.

Thank you for your cooperation.

Posted on January 14, 2020

I haven't received the money in my account yet. I keep checking my bank and there is nothing. If I receive it I will let you know but at the moment there is nothing paid.

Posted on January 16, 2020

@ YADGAR

Can you please confirm if you have received the funds.

Kind regards

Bronze Casino

Posted on January 16, 2020

I have received it now. It took a long time though. The withdrawal is now in my account. Thank you very much for sorting it out.

AskGamblers
Posted on January 16, 2020

Based on submitter's last post AskGamblers Complaints Team consider this case as Resolved and it is officially closed now.

Thank you all for your cooperation.

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