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Casino Ventura - Unjustly confiscated my withdrawal

RESOLVED
Complaint Info
Disputed casino Casino Ventura
Reason Bonus terms violation
Amount € 20
Posted on January 26, 2019

I made a deposit on last friday of 20 eur and took advantage of 50% Fridays reload bonus.I had to wager 600 eur.I have completed wagering requirement the same day and made a withdrawal.Today I got message that my withdrawal was declined.I contacted them immediately and ask what is going on.They said I have breached bonus terms and they confiscated my winnings. This is absurd.Please help me to get my money

Posted on January 28, 2019

Dear Stanrola,

I'm sorry to hear about your confiscated winnings. At Casino Ventura we offer many reload bonuses, so that our players have the highest possible win chances. To ensure fair use of bonus and to avoid any bonus abuse there are a few rules connected to all our bonuses, which are explained in the Terms and Conditions.

In your situation the term 4.1 has been broken, as also was explained during your chat session with one of our support agents.

Term 4.1 [..] Other examples of irregular gameplay includes (but are not limited to): [...] (ii) claiming multiple deposit bonuses without any other deposit in between.

We have returned your deposit to you, because we believe you made a honest mistake and did not had any intention to abuse the bonuses. Therefor, if you follow the rules from now on, you will find no issues withdrawing any winnings.

Kind regards,
Sarah

AskGamblers
Posted on January 28, 2019

Dear Casino Ventura,

AskGamblers Complaints Team is kindly asking you to provide detailed explanation with evidences which will support your accusations towards the player, where it will be clearly visible that the complainant claimed multiple deposit bonuses without placing any other deposit in between.

Upon AskGamblers Complaints Terms we consider all evidence strictly confidential and won't be publicly displayed or sent to the third party. Please send required information directly to suppor­[email protected]­skg­aml­ers.com.

Thank you in advance.

AskGamblers
Posted on January 29, 2019

AskGamblers Complaints Team has been provided with enough information and evidence on behalf Casino Ventura management in regards of this complaint to confirm and justify the casino actions.

Based on the above, 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 regulatory body.

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