Complaint #10 La Fiesta Casino

Withdrawal disappeared

By Shamba

6 years ago

Hi goodday.

On December 2nd 2019. I deposited 20euro with a bonus of 500%. I played and played on the bonus games. And all of a sudden I won over 6000 euro. I tried to withdrawal and YES, I met all wagering requirements. So I did a withdrawal request. And soon after I got an email stating my withdrawal is pending successfully. I even went back on their website and asked the online help desk if my withdrawal is going through successfully. And yess it was all good. I had no bad feeling about it all.. now today 5 days after I got a email stating my. Withdrawal is denied. So I contacted the help desk and they just tell you to contact support. And just ignore you further (NOT PROFESSIONAL) The strangest thing is the money is GONE??? And they left me with 20euros on my account?? So where is the rest of the (5882euro..
I have played on a lot of online casino but have I gone through this... I hope this helps!

Disputed Casino La Fiesta Casino

Reason Declined payment

Discussion

AskGamblers

• Support Team

6 years ago

Upon the information and evidence provided on behalf La Fiesta Casino management within their latest post, AskGamblers Complaints Team 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.

La Fiesta Casino

• Representative

6 years ago

Dear player and AskGamblers

We appreciate you bringing this matter to our attention.

@SHAMBA We have investigated your concerns and your contested winnings.

We see that the source of winnings is as follows:
• deposit ID 3438204 of 20 EUR
• deposit bonus ID 3438205 of 100 EUR

The Bonus Terms and Conditions of the Casino states:
• Bonus funds are valid for all slots (and scratch cards) by xx. The casino reserves the right to remove winnings and withhold withdrawals if a player has placed bets on games other than Slots and Scratch cards while the player has active wagering requirements.
• A maximum bet of €5 applies when playing with bonus balance.
https://www.lafiestacasino.com/bonus-terms-and-conditions/?lang=en

On 3rd December 2019, you commenced your gameplay and at 12:12:31 AM (casino recorded time) you switched to “Lightning Roulette”, a table game. You played 3 hands and at that time you still have active wagering on your account.

Shortly at 12:28:27 AM, you played 4 hands of “Lightning Roulette” and made bets over the limit of 5euro. The bonus balance was in play and still has an active wagering requirement.

The bets made on the Lighting Roulette are not allowed under the bonus terms and conditions. This is the reason why your winnings were removed, and the non-lost deposit was returned on your account balance.

Evidence to support our claims was provided to AskGamblers.

Kind regards

La Fiesta Casino

La Fiesta Casino Complaint Stats

Resolved 6 / 6

Avg. Amount $521

Avg. Complaint Duration 3 days

Avg. Response Time 2 days

La Fiesta Casino Complaints

See all complaints for this casino

Payment request ignored entirely

I made a withdrawal for £1636, #6366355314 on 4th July and this has been entirely ignored. The day I made the withdrawal they spoke to me on 'chat' and said to expect to wait a 'maximum' of 10 working days before this was processed. Since then they have ignored every attempt I have made to contact them. The withdrawal remainds pending and I am getting nowhere. They have a sister site, Luck FIesta who I tried to conatct in this regard and they too are also ignoring my requests.

Rejected

£1,636

No payment for two weeks now

I cashed out my winnings (May 4) and I am still waiting for the payment to be processed. After sending them all verification documents my account was verified by the Casino on May 5th.

I asked the casino for an Update of the payment and they wrote (May 14):

Hello,

No verification is needed.

Your documents are fine since the 05/05 and now we are waiting for your withdrawal to be processed.

I am sure it will be done very soon and you will be informed by e-mail.

Best regards

Support team

La Fiesta Casino

I checked the Casino Terms&condition:

Although we cannot be held liable for the length of time to process payments, we do aim to process withdrawal requests within 1-3 business days after verification checks have been completed. You understand that this period will vary depending on the withdrawal method selected.

I am now waiting for two weeks for my payment to arrive. Unfortunately it did not happen within the promised 1-3 business days.

I am hoping that Askgamblers can help me. Thank you.

Resolved

€1,601

Casino doesn't payout

Hi, i get conformation of my payout on last monday, that mean 7 days ago i still havent receive my 70 eur from this casino even in mail say max 5 days to payout. If anyone wants i have mail confirmation to provide, to forward or take a screenshot. Is this a possible that they cant payout only 70 eur in 7 days. this is ridicolous. i even ask my self what if you have 700 or 7000 eur here.

Resolved

€70

Does not want to pay legitimate winnings with false "bonus abuse" accusations

The casino gives the reason for not sending money because I did not follow the rules of the bonus policy, but the fact is that before making a deposit I asked the chat to cancel the bonus money and bonus offers so that I could deposit and they did it reset my account I made a screenshot of this conversation because I doubted this Casino that they were honest then made a deposit of 20 euros and won 1400 Now they blocked my account and do not want to return my winnings to me because I did not observe the bonus rules it's just absurd. I have all the evidence that I didn't play bonus offers.
that my screenshot where I asked them to remove my Bonus Before I made a deposit
and the screenshot after I wanted to make a deposit I had 0 euro on my account and no more bonuses and another screenshot is their answer why they closed my account and give the reason that I abused completely the offer that I told them to remove they accuse me of that I used a Bonus which did not exist after I made a deposit

Resolved

Delayed Withdrawal, Decreased Amount