Ag Awards

Cromwell Casino - Unreachable and Unable to withdraw

Complaint Info
Disputed casino Cromwell Casino
Reason Declined payment
Amount € 100
Fiekie247 South Africa Message
Posted on September 27, 2018

Good Day

A few months ago I signed up at this casino and used a 10 euro free no deposit bonus. I went to my profile and saw the wagering was set x10 the bonus amount. I completed wagering eventually but wanted to find out the withdrawal options, since e wallets was not available. Live chat is literally never as in never online. I could only make withdrawal to wire transfer, but they wanted to deduct 37 euro processing fee from the 100 euro max cash out.

Eventually almost 2 months later I checked the website and saw I could not login. I left it and a few days later I could login again. I finally managed to find support online and then they advised me I did not wager enough, even though the bonus section under my profile shows 100% complete. I went through the terms and read the "No deposit bonuses" have a x10 wagering set, however support said I should wager x20.

I left support and went back to wager the additional x10 my free bonus which is 100 euros, after I completed the wager I could not get hold of support for almost another week. Whenever I email them the emails bounce back.

I finally managed to get hold of support but they said I should withdraw wire transfer. Whenever I enter my wire transfer details and enter the amount and click submit the page redirects to the home page, Not Cool. I asked support to submit withdrawal on my behalf, but they did not help and just said I should email them and they will get back to me, or that the agent spoke to the team and they will reach out to me, but so far its been 2/3 weeks, still no feedback and emails still bounce back.

I have 120 euros in my account after completing wagering and would like help with withdrawing my 100 euros.

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