Ag Awards
en - Casino not paying withdrawal

Complaint Info
Disputed casino
Reason Declined payment
Posted on May 26, 2014

I would like to raise my complaint about CASINO.COM

After signing up to I was awarded a 200% bonus up to 400 EUR when I deposited 200EUR of my own money. I accepted this bonus on pop up message where information is clearly stated the wagering is 40x, in my case 8.000EUR.

I struck luck on a roulette spin and unluckily dropt down less to 100 EUR, I was deposited again 500 EUR with, this time no bonus fee, and luckily got my balance up to 1.705 EUR.

I obviously wanted to withdraw my winnings so after completing the wager requirements I asked for a withdrawal, this is where the trouble started.

I was told by the representative of unfortunately I cannot get withdraw, because I did not play slots. I was argued, because I do not play slots at all, and terms & conditions regarding start bonus award did not say you have to play only slots, more over I had lost my start bonus on the first steps of game and all winnings I made from my second deposit of 500EUR clear my money.

I cannot understand, because when you are going to coffee shop, the waiter not telling you: “Unfortunately you can have your cappuccino only after drinking 3 liters of Coke, but what if I do not drink Coke?”

Anyway they refuse to pay requested withdraw in full, but offered to pay me back deposit money of 200 EUR + 500 EUR only.

From my point of view it has been considered as illegal and unacceptable practice and I feel they trying everything not to pay out.

I hope you could take my complaint seriously and will try to help as much as you can.

Best Regards,

< name removed >

Posted on February 26, 2014


We are pleased to advise that the player has since been in contact with us in order for us to address his concerns.

Should he have any other issues he should not hesitate to contact our VIP Team who will be more than happy to assist.

Many Thanks

Customer Support

Posted on May 9, 2014

Please inform us is this issue resolved. Thank you.

Posted on May 13, 2014

Unfortunately my issue was not resolved, are cheating about withdrawals. And on top of this - they accepted payments made by identity thefts logged in by phishing scam and using stolen credit card data. End of the day, do not see the crime of these actions and unfortunately do not return back my personal money from those illegitimate payments. Please do not support Casino.Com by coming a member of they dodgy business!

Posted on May 16, 2014


Thank you for your recent post regarding

This customer initially raised an issue on this forum regarding the wagering requirements associated with a bonus he had been given by the casino.

This complaint was resolved to the customer’s satisfaction and proceeded to continue playing with us in the normal way until recently, when his intentions changed in respect of honouring the activity on his account, leading to his latest post on this forum.

From our perspective the one valid complaint this customer made has already been resolved.

We therefore consider this matter closed and will not be entering into further correspondence on this matter on this forum.

Many Thanks

Customer Support -

Posted on May 18, 2014


I am surprised about the manner how they treat VIP customers and they VIP department service is nonsense, my dog has been treated better. All the way down they stick to superiority and position of they rights.

However out in the public pretends to be chaste and "fluffy" , but in real situation all is much different.

Please find a emails below:


> I hope this email finds you well.

> My name is < name removed >, one of the VIP Account Managers here at

> I fully understand your frustration in this wagering requirement

> Now there are option for you - meet the wagering requirement on slot machines

> Best regards,

> < name removed >>

> VIP Account Manager>

> Email: casino­vip­@ca­sin­o.c­om>

> International Dial: + 00350 200 44793>

> UK: 0808 238 6049 (Free phone)>

> Fax: +44 871 900 6966>

> http:/­/ww­w.c­asi­"

Posted on May 22, 2014


Thank you for your latest post.

Although we did consider this matter closed, this customer’s most recent post is an edited version of the real correspondence that took place between himself and the VIP team. He has posted it this way purely to mislead this forum and its users about what actually happened, and to thereby tarnish our reputation.

In light of the above, we have had to respond.

While we will not be publicly displaying full, unabridged private correspondence between us and our customers, we will be directly contacting the support team and, under strict confidentiality, showing to them the real exchanges that took place between this customer and our VIP support team.

This will demonstrate beyond any doubt the true nature of this player’s intentions and we are hopeful that this vexatious complaint will soon be removed.

We remain happy to listen to any and all genuine player complaints, and through constructive dialogue resolve any outstanding issues.

Many Thanks

Customer Support

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