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La Fiesta Casino - Withdrawal disappeared

RESOLVED
Complaint Info
Disputed casino La Fiesta Casino
Reason Declined payment
Posted on December 9, 2019

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!

Posted on December 10, 2019

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

AskGamblers
Posted on December 11, 2019

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.

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