Dear Team AskGamblers,
It has been over a month now. This story went like this. Over a month ago around end of March, I downloaded, installed and registerd at Casinodelrio.
I deposited 100 euros and tried to claim the welcome bonus. The customer support told me that I wasn't allowed to receive any bonus. Frustrated as I was, I still gambled some on Blackjack without receiving any bonus. And made my 100 euro's into 300 euro's. Hence I asked for a withdrawal through the Cashier.
I got this email from them asking some documents, which i have sended. I believe they were accepted, since they haven't emailed me back that they were declined. I sended this on 20 april 2011.
Afther that, I only got emails back from their support, that I wasn't allowed to withdraw anything, because they claim (their financial support) that I had received a welcome bonus and hadn't obligded to their terms and conditions.
I have emailed them several times, saying and trying to explain that i have never received any welcombe bonus, because i wasn't allowed to. Now they don't respond to any of my emails anymore.
This is what they email me (it's in french):
Vous avez récemment effectué une demande de retrait après avoir reçu un bonus.
Or, vous ne vous êtes pas conformé aux termes et conditions des bonus, car vous n’avez pas misé la somme totale requise et/ou vous avez placé des mises sur des jeux exclus (veuillez consulter la liste des jeux exclus à http://www.casinodelrio.com/fr/bonus.html#general).
Nous avons donc décliné votre demande de retrait et reversé le montant du retrait dans votre compte. Vous êtes prié de miser une somme supplémentaire de Belgium:wage ok, waiting ID,POA (Aneth 30 April 11)(T)
**BS aux jeux autorisés, avant d’effectuer une autre demande de retrait.
Basically it says that i had received a bonus (which i didn't) and that's the reason they don't want to pay me.
Anyway, I think this is really not fair and strange. First they say i wasn't allowed to receive any bonus. Now i have made a little profit and than they claim that i have received a bonus.
Please do help me. If needed i have made a printscreen of the transaction history at Casino Del Rio. Since it is a playtech casino, I understood, that if you receive any bonus it will show up in the transaction history. But on my printscreen of Casino Del Rio, you will see that i have only deposited and received no bonus and that I have asked for a withdrawal 2 time, which were all declined.
Hope you or anyone can help me. And do stay away from this casino. It is really a malpractice to treat your customer this way. I don't mind and completely could understand if there is some miscommunication. But not responding to my emails, is just really ... I prefer not to say that word here.
Thank you for reading.