Loft Casino withholding payment of INR49300

Long story short:

Registered 2nd November using your link. Within 2 days, I lost about 1600 euros. With the last deposit of 50, I won 1000 and made a withdrawal request via bank transfer which was approved within 20 min (4th November).

Money not received up to date.

I contacted support multiple times and provided a bank statement up to 11th November. Support kept telling me: to wait "5 days", then wait "7 days", now "wait for email as long as it needed" and closed chat themself every time I asked for the update.

I have screenshots of everything, conversations, withdrawal requests, bank statements, etc. But not sure if you need the dozens of files attached. I hope you are helping your affiliates with negotiations when the casino's fault is so obvious.

Regards

On march 14th I received a promotional-offer from Loft Casino for "St. Patrick's Day". Please note that the offer is not declared as a "welcome-bonus" or a "reload-bonus" - the promo clearly says "St. Patricks Day"

the offer contained a deposit-bonus and additional freespins after entering a certain promo-code while depositing.

Before I made the concerned deposit I studied the sites/casinos T&C's (https://www.loft.casino/de/bonus-terms-and-conditions), which were last updated on July 28th 2022, to make sure I fully understand the conditions which are attached to the previously received promotion.

I was not able to find a max. Cashout for this certain promotion. nor in the e-mail I received, neither anywhere on the site itself.

Only the following were mentioned in the promo-mail:

* bonuscode

* slot (freespins)

* wager (freespins)

* wager (deposit)

* duration (bonus/wager)

* duration (promo)

At first I received a deposit bonus which was lost further on. Afterwards i received 100 Freespins, like it was advertised to me earlier. I managed to wager the amount i previously won in those freespins.

Wagering requirement was a little over 3.5k, which I managed to achieve. At this moment my balance was up to approximately €2k - after the last spin to fulfill the wagering-requirement was done, my balance was reduced automatically to €500.

I approached a support-agent via live chat for clarification. The agent acknowledged that the promo-mail did not have all the necessary information included in the email itself and that he will forward this to his superiors for improvement. At the same time i was told that my previous balance can not be restored.

A user needs to be informed about the particular conditions of a promotion within the promotional-mail itself or the websites t&c's. This was obviously not the case, so I have to consider this as false advertising.

I kindly ask the management of Loft Casino to reply to my complaint, respectively to re-credit the deducted funds.

chat-transcript, wager/promo-info and promotional-mail are attached (private).

Hi,

I requested two withdrawals, both worth 2.500 Euro to my Jeton Account (so 5.000 Euro in withdrawals combined). One went through the other one got rejected multiple times without any reason given. After the rejection I went to the live chat and asked why exactly one of my identical withdrawals got rejected multiple times and I got no answers!

My Account is fully verified. I did every KYC step beforehand trying to avoid delays in the withdrawal process and now this is happening which makes absolutely no sense.

I am mainly opening this complaint because no one is answering me in Live Chat at all on the Casino site and I don't know whats going on.

Could you please help me with this and clear this whole thing up?