Refuses to close my account for more than 1 month

FiestaSlots Casino Removed €80.45 From My Winnings and My €111 Withdrawal Is Still Pending

Dear AskGamblers Complaints Team,

I would like to file a complaint against FiestaSlots Casino regarding the deduction of €80.45 from my winnings and the pending status of my subsequent withdrawal request.

I registered at FiestaSlots and received free spins as a no-deposit bonus. After playing and completing the wagering requirements, my balance reached approximately €105.

When I requested a withdrawal, the casino cancelled it and removed €80.45 from my balance, leaving me with approximately €25. In its email, the casino referred to clauses F.5 and 7.21.4 of its Terms and Conditions, explaining that a maximum cashout limit applies to certain no-deposit bonuses.

I then contacted customer support and was told that I needed to make a deposit and wager before I could withdraw. I followed these instructions and deposited €10.73. My balance subsequently reached €125. After continuing to play, my balance decreased to €111, and I requested a withdrawal of €111.

My new withdrawal is currently pending. Following the previous cancellation and deduction, I am concerned about whether my funds will be paid.

I ask AskGamblers to investigate whether the casino correctly applied its bonus terms when removing €80.45 from my original balance. I would also like clarification on how my subsequent deposit and wagering affect my current withdrawal.

I respectfully request:

1. A review and explanation of the €80.45 deduction.

2. Confirmation that the relevant bonus restrictions were properly disclosed and correctly applied.

3. A clear explanation of the status of my €111 withdrawal.

4. Prompt payment of my €111 withdrawal in accordance with the applicable terms and conditions.

I can provide screenshots of the casino's emails, my deposit, and my withdrawal request as evidence.

I hope AskGamblers can help resolve this dispute fairly and transparently.

They don't pay out my withdrawal. They stall and delay it. First they said it takes 3 days. Then they returned to me and told me to take à selfie with id. And still thet dont payout the money.

I see they have done it before in others here also. I have 1000 euro pending, which they don't pay out. And 2000 euro behind that i cant Withdraw beause 1000 is the max per withdrawal.

I have won 5501 EUR in this casino.

First withdrawal I made, they came up with that I also needed a selfie next to my ID, even when I was confirmed with all documents (KYC).

After that, my first withdrawal was paid after this casino aborted it 3 times. Now, when I won 5501 eur, they haven't even done anything.

There is also a limit of 1000 eur per withdraw so I asked if they could fix it soon. Now it's been 5 days since I made the first one.

The customer service says that the relevant department has reviewed it now, but nothing happens.

Please help me to solve this case against an unserious business.

Also got an answer yesterday that I uploaded to the files