Unclear T&C, voided 1000 Euro

I'm beyond furious.

I won $17 on my bonus. I had a play-through wager of $566. I completed that and my winnings were $147. The minimum cash out is $50. Okay great I'll withdraw the full $147. It gets rejected. And I'm told they aren't honoring my winings that the max cash out is $50. I can only cash out $50.

First of all, that's not right but whatever. I'm then told I need to make a $10 deposit. Okay fine. I'm not sure why that wasn't addressed the first time.

I make the $10 deposit it's confirmed on blockchain and then customer service tells me they never received my payment. I sent them the confirmation web receipt and blockchain confirmation. They respond that I need to wait 2 to 4 hours. And check back.

This is beyond ridiculous. I have screenshots of conversations. Web receipts. My bonus is being completed. My winnings are being rejected. Every type of proof you need I can back up what happened.

I went from feeling great to feeling defeated. This is by far the worst gaming experience I've ever had.

Hello,

I made a withdrawal request almost 5 hours ago and it’s still not processed as it supposed to be.

According to casino terms and conditions the casino guarantees that withdrawals will be processed within 10 min. in the worst case - 30 min, but it’s been already 5 hours.

It’s a violation of withdrawal timeframe terms which are clearly stated by casino :

• “While we guarantee processing of your payout within the specified timeframe, when using Cryptocurrencies to withdraw, it might take more than 10 minutes for the funds to show up on your wallet. This is due to the nature of Cryptocurrencies, but it should never take more than 30 minutes.”

I made a 22.60 litecoin deposit around 7pm cst on 7/23/23. The transaction has been confirmed on blockchair but not credited to my account. I have contacted live chat and was given the runaround and told to email support as well as pitboss which I have done. I keep being told to just be patient but nobody will explain why my funds have been withdrawn from my wallet but have yet to be credited to my account. I believe I have been EXTREMELY patient as it has been over 12 hours at this point. There are no warnings on the site stating there are crypto issues which should be advised if this was an issue with their.processor/IT. I'd just like my funds credited to my account or either a refund to my crypto wallet. I've attached the transaction info.

First, let me start off by saying that I have requested a transcript of every live chat since this has started and my email still hasn't not been sent a single one. After being told by agent and the screenshots show provided show the terms that I needed and did make my 1st deposit in the amount of 10 dollars for verification. The agent and also in the terms it states the the funds from the verification needed to be wager 1x through minimum prior to being able to request a withdrawal. For crypto deposits it required the fund be wagered 3x through prior to request a withdraw. Prior having made the deposit of $10 dollars, my balance from $440.00. Having made that deposit with crypto I to the balance down to $400.00/ This made clear that the 10 deposited was wagered as well a 3 times that 10. And just to be sure I was covered as for a the wagering requirements for the verification deposited funds I left 20 still on the account and made the request to with 380.00. Withdrawal for $380 was rejected and the funds were not returned back to my balance as the now say they were voided. In a catch twenty-two the reason was terms violation for "mixing" funds. I did exactly move by move play by play what there live chat support agents also in black and white what there terms state need to be done in order to make a withdrawal and have it be from your first withdrawal having to still need to make a 1-time verification deposit what happened. This is what there terms stated and what the agent told me I needed to do to get my balance withdrawn. That was my 1st withdrawal after making my 1st deposit in order for verification to make that withdrawal I had to make a deposit of $10 1st period then in order to withdraw the money I had to wager through the deposit I had just made Or else I wouldn't be able to make the withdrawal. There was no mixing of funds and I would never try to go against the bonus terms or do anything that would jeopardize the Available balance and I was only doing what I was told I needed to do in order to make and process that withdrawal via the terms. Please get back to me as soon as possible so that way we can get this fixed as I have been told by live chat and by there pitboss and email support those fund are voided and that I have been mistaken and violated there terms. List In every email and ever live chat which there were 6 separate live chat transcripts from individual agent who 5 out of the 6 just closed the chat and hung up on me, The last one gave me the common courtesy of not doing that. But none of them could or did answer me when I asked them what the procedure would be and where I went wrong in making the request and deposit. How would someone "properly" of withdrawn those funds. No one answered me. Because they know as do two of my good buddies who referred me to them know that that procedure and the process that followed was the exact way to cover all ends and make sure all terms are being met. Finally one of the last thing they said during the final and last live chat I had about 50 minutes ago was that the way would've been to make that deposit, do no wagering and requested the withdrawal of 440.00. I wish I am joking here but I am not. As this I know to be the procedure of some other types of welcome no deposit free spin pokies casinos out there. The real time gaming and there sister casinoextreme.eu for example. But see I was specifically told not just by my buddy's who've been through this process and successfully withdrawn but by there own live chat support and specifically in their terms I have provided screenshots of that any and all funds need to be wagered through once or 3 time depending on the funding source. They know i would've been glad to not of wagered anything and requested that immediately right away. The agent responded and said that this is the procedure because with that 10-dollar deposit the required the documents as well. And that when I caught him in a bold face lie because I have emails sent to other players and myself after having uploaded identity documents them asking and requesting the when take those files back and that as we are crypto depositors that there no need for identification documentation. He didn't hang up that chat but only responded back with your not getting the 380.00 refunded to your account. P.S I have more files to provide like the screenshots I was referring to and the emails as I was only able to upload 5 documents when sending this in. If they ever actually send my the transcripts of the live chat supports that I requested each and every time I had one I will happily send those ein too. People need to know that this is a bait and hook and one of the oldest tricks in the book that shade tree casino use to take advantage of player and or try to get of of having to pay out funds. And the exact type of crap that gives us hobbyist players and all online casinos a bad rep and look and this has to stop and they need to reimburse the funds ether.

NOW IF YOU WERE TO ASK ME:

Could you please advise if your account is already verified and if yes, since when exactly? Did you accumulate your winnings with real money or did you use a bonus? If bonus, what kind of? When was the last time you spoke to the casino and what was it about?

I WOULD REPLY:

Yes, my account is verified. They verify accounts with a minimum deposit equivalent of $10 USD in the cryptocurrency of your choice. No documents need to be uploaded and if you do upload identifying documents, you receive an email asking you to remove them from that section of your account, along with a statement from someone from support letting you know that that no documents are needed because of being a crypto depositors and to kindly remove those documents. So my account got verified the moment when the my first deposit of $10.00 hit my account wallets balance. I did recieve and played 100 free spins from them prior to that deposit. For being a new player, their welcome gift is 100 free spins and can be activated in the promocode section using the code "ADRENALINE". The free spins did have a high wagering/play-through requirment. I think between 30x-50x. I managed to complete that requirement and had around $350.00 dollars in my balance. At this point, I reached out to support to ask to make sure my playthrough requirement was completed and also how I could go about withdrawing them funds. I was told and I qoute, "I had completed the wagering, but that I could not request a withdrawel of those funds yet. That those funds can be played and used in any section of their casino to continue enjoying their slots, tables, etc. But that in order to withdraw my funds from my account, I would first need to verify my account. That in order for me to verify my account, I needed to make a verification deposit. A verification deposit that requires me to fund my wallet with at least one deposit containing the minimum funds amount equivalent to $10. I was told after those funds are deposited, to be aware of their terms for any deposits and funds being added, that any account holder who funds their accounts wallet needs to wager those funds a minimum of 1x prior to before they will grant any withdrawal. Also that theres a 3x wagering requirement of deposited funds for those who have chosen to fund their accounts using crypto. This is in order to prevent fraud and money laundering. That only after I had accomplished those steps and completed all the requirements and followed theirs terms that I could go to my wallet and request a withdrawal and it be granted. And the answer your final question the last time I spoke to the casino was about two weeks ago. It was through live chat and was about the voided funds. The update on my request for those funds to be returned to my balance due to my explanation of,"mixing funds" as that was what they said the cause of the funds being voided. Told them that I would file a dispute and grievance if needed but that I wanted them to have the opportunity to review the issue in house. I was told that those funds were voided, I violated their terms by, "mixing funds", and that I would not be getting them returned to me.