I had registered to this casino, claimed $25 free chips and then checked the wagering requirements provided automatically by the system, it was $2000, and with a maximum cashout of $125.
I have completed the wagering requirements, i had about $600-$700 when i got the "Wager Complete Flag" so the system deducted all my bonus funds except the $125 i can cashout - attached a screenshot from it - started the withdrawal process via Neteller and i have sent my documents for the KYC process.
Days later i have got this email from the casino:
"We want to let you know that your withdrawal request has been declined because you did not accomplish the wagering requirements of the promotion you were given.
Since December 10th, 2016, all players from EUROPE are required to wager double the amount of the promotion. This information was posted on our website, and reads as follows:
"All Bonuses and Promotions require double wagering play through prior to cashing out or processing any withdrawal request. Any winnings that do not comply with the required doubled playthrough for any given bonus, will be void
You are short in wagers: $2,000.00
Required Wagers: $4,000.00
Performed Wagers: $2,000.00
Old Havana Casino Financial Department
Main Street Vegas Group"
So i had sent a reply:
"Dear Old Havana Casino Customer Support!
Understood, but was not me who removed the bonus money from my account. The casino system automatically removes all bonus money except the cashable money like $125 in this case.
If i'm not wrong i had about $600-700 bonus money when the system was marked my wager as completed, so it removed all my bonus money except the remaining $125, then if i'm need to wager $2000 more as you wrote then can i ask you to add back that bonus money to my account please so i can continue my wager with the bonus money what the system deducted because of the "wager complete flag".
Also if i'm login now i cannot see any wagering requirement that needs to be fulfilled so please add the $2000 requirement to my account, thanks!
Waiting for your kind reply,
That was on 24th of January (Tuesday). 4 days later still not got any reply to this email, so today i had logged in and saw still not have any wager, just the cashable amount of $125, then i was played and lost this $125 because i think they will not give me back my bonus funds for completing their "Special" wagering requirements...
So they are just ignoring me, and does not want to pay...yes, it was free money but if they are acting like this it is 10000% that i will not be deposit there...
I don't recommend this "Casino" to anyone...
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