No deposit bonus withdrawal denied

Hi,

I have won €1400 on Felicebet!

I had put it through for a withdrawal and it took forever. It was a known tactic by them and probably all casinos to delay the withdrawal.

However after I spent the €1400 after cancelling my request i then asked for my account to be closed. However I receeived a generic email yesterday and not one acknowledgement to them closing my account. As of right now it still not closed even though I had asked them too.

I have decided to take this to askgamblers because its clear to see they are ignoring my request for my account to be closed.

If they were in the right state of mind and knew what they are doing they would refund the €1400 and close my account as I have asked of them to do. They have lost a value customer in me. Ill be bringing my money elsewhere if this isnt sorted

This has been a complete nightmare with this new casino, never have I experienced such a thing with over 20 years of playing at online casinos, where upon my first deposit I didn't get a 400% exclusive bonus cause I didn't use a bonus link but only used the bonus code of PLAY1200, ok after trying to get it sorted out with several different customer support agents, it became evident that this situation was not going to get fixed so then somehow when chatting with agent Harper on Sep 30, he manually activated a welcome bonus of 200% and 100 free spins and said that that upon my next deposit I would get that bonus amount added to my account.

At this point I had a balance of 100 MYR (about 20.22 eur).. and in the my promotions I see that the bonus coupon was activated and it was showing that it would expire 2030-31-12 so I had no urgency to deposit again straight away and Harper didn't inform me that I had to deposit within 24 hours after he activated the bonus code manually. I will include a screenshot of that bonus code.

Then what I did was play my 100.00 MYR balance down to 5.00 MYR and then came back next day on October 1 to make a fresh deposit of 100 MYR (20.22 eur), I still see the bonus coupon is activated in my promotions sitting there waiting for a deposit... I proceed to do a deposit and made my deposit with paysafe. But no bonus or free spins were awarded.

So I went to live chat customer support where Vanessa said oh somethign about once a bonus code is activated a deposit has to be made within 24 hours, she implied that customer support told her that. Well I told her that Agent Harper never informed me about a 24 hour validity period and My Promotions clearly showed the bonus coupon code activated and the expiry date was showing as 2030-12-31. If it was a 24 hout period then their system should indicate that in the expiry date. It is their fault.

Then at end of that discussion wit Vanessa she says send customer support an email so I did that right away and they didn't reply for 45 hours and then I went to live chat again and this time Agent Rina said oh send another email I did that right away too, but no reply to that still. Then October 4 I contacted live chat again (this time Agent Trevor) and told them I am not getting anywhere with customer support, they are not replying to emails and I said I have been given no choice but to go the route of AGCCS to try get this resolved. So here we are.

Hello,

I would like to file a complaint against Felicebet Casino (Next Global Era Ltd.) regarding my rejected withdrawal.

On 20th August, I requested a withdrawal of €70.

Instead of processing my withdrawal with a standard fee deduction, the casino rejected it completely, citing “insufficient rollover.”

However, according to the casino’s own published Terms & Conditions (Section 8.2), the rule clearly states:

“There are no withdrawal commissions if you roll over (wager) the deposit at least 5 times. Otherwise we are entitled to deduct a 8% fee with minimum sum of 4 euro…”

This means that if a player does not meet the 5x rollover, the casino may deduct an 8% fee from the withdrawal, but nowhere does it state that withdrawals can be fully blocked or rejected.

I have attached:

Screenshot of their Terms & Conditions (Rule 8.2)
Their support messages stating my withdrawal was “rejected due to insufficient rollover” and later requiring me to wager €39.5 more before I can withdraw anything.

This is misleading and unfair. They are forcing players to gamble more instead of following their own published rules.
I am requesting that my withdrawal of €70 be processed immediately, minus the correct 8% fee (€5.60), as per their Terms & Conditions.

Thank you for your assistance.

Proofs:
Their ToS: https://prnt.sc/izGRk5R73777
They deny in email: https://prnt.sc/3D7laNl1T5OR
They deny on account: https://prnt.sc/FMA8iHN1qxY_