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Casino Ventura - Unfairly declined withdrawal

RESOLVED
Complaint Info
Disputed casino Casino Ventura
Reason Declined payment
Posted on July 13, 2017

I made a deposit to CasinoVentura 19.06, deosit 90e received 100% bonus and a turnover condition 3600e, I did wagering requirements, and withdraw 350e from my account,
Then i made another deposit which i lost, again next deposit 95e using a 100% wager: 4.750,00 EUR, I lost the deposit and bonus.

casino canceled my withdraw, stating the reason:

You withdraw has been declined, because you had a withdraw in pending and then you deposited again and received bonus and as per our terms and condiction you are not allowed , so your winnings were forfeited and your last last deposit is back in the balance.

I did not see any point in the rules prohibiting it, I did not break the rules.


casino cancels my winnings with the first bonus and received, amount last deposit wagering wagering last bonus which i lost, I do not even know how to comment but this is some strange and incomprehensible interpretation of the casino.

Posted on July 17, 2017

Dear Ola142117,

It is not allowed to use a new bonus when having an pending withdrawal. (See terms 2.1 until 4.1).

Kind regards,
Sarah

Posted on July 17, 2017

Read rules and did not find anything there: not allowed to use a new bonus when having an pending withdrawal
you change rules: Last updated: 01-07-2017, so I do not know what you changed in it.

-i find only: The players can request a withdrawal of the deposited amount prior to fulfilling the wagering requirements however the bonus and any potential winnings will be forfeited.

With regards to reload bonuses, players are only eligible for them if they do not have a pending withdrawal.

Is that your reason ?
If so it is very funny.

-Please also answer why did he just returned my last deposit and that in bonus balance? If you want to return my deposit do it at Real Money, after that return all my deposits of 19.06 and not only last deposit, if you think that I broke the rules, I understand that the casino is weak but should apply any standard.



After all then please close my account because I do not want to have anything to do with this type of casino, it is not a safe place to play unfortunately, better to stay away, and go to a reputable casino with Netent slots.

AskGamblers
Posted on July 22, 2017

This complaint has been reopened as per Casino Ventura request and AskGamblers Complaints Team would like to give it one more try and help both parties involved into the dispute reaching to a satisfactory resolution.

AskGamblers
Posted on July 22, 2017

AskGamblers Complaints Team have been provided with valid evidence on behalf the management of Casino Ventura where it is clearly displayed that player breached aforementioned terms:#2.1 and #4.1


"2.1 ... Until the received bonus(es) are still active, bonus terms and conditions apply to the whole gaming account, including any funds waiting for withdrawal, but not limited to.


4.1 ... With regards to reload bonuses, players are only eligible for them if they do not have a pending withdrawal."


We would also like to use the occasion and to remind player that reading carefully casino terms and conditions prior accepting them is very important and could help avoiding similar situations in the future. 


Based on the above and that player's deposit has been returned, AskGamblers Complaints Team consider this case as Resolved and it is now officially closed. In case of a disagreement with our decision we remind player that further assistance on this matter could be requested from the relevant licensing authority responsible for Casino Ventura.

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