50 Crowns Casino - 배팅 요건으로 인해 플레이어의 출금이 지연됩니다.

Despite multiple attempts to withdraw they are telling me I have to wager 3x my money there in there. Never had a problem before now they won’t let me withdraw. Emails keep bouncing back

Dear Unicorn,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. Based on your description this seems like a standard deposit rollover requirement. All regulated casinos require players to wager real money deposits. This is one of the standard AML (anti-money laundering) rules. The deposit wagering requirements are usually 1-5x the value of the last deposit, and it isn't anything unfair. I have also checked the T&Cs and I found this:

10.8. Any deposit has to be wagered 3 times (player must place bets three times of their deposit amount) before the withdrawal of funds connected to this deposit is available. In case several deposits were made with no gaming activity, player has to wager the total amount of these deposits prior to withdrawal. Otherwise the Casino has a right to charge a fee for the procession of deposit and withdrawal, which is at the sole decision of the Casino.

Could you please clarify if the casino requested you fulfill the deposit wagering requirements? How much was your last deposit?

Looking forward to hearing from you.

Best regards,

Kristina

Dear Unicorn,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Thank you, that’s understandable. However they have not even reached out after several more attempts to rectify this. I can’t even access my account to wager the money. Why is that ok for them to hold that amount and lock me out of my account (which I asked them to do) then asked for it to be re opened. I don’t think it’s fair for them to hold that amount and not resolve it. It’s been going on since before Xmas and I want it resolved asap!

Thank you for all your help!

I’ve also never had an issue withdrawing from them - I deposited well over $30k and am asking for $10k back, which they have and won’t me access it, play it, or get back to me. All my emails bounce back to the bio manager, customer service etc. online chat keep saying they will be in touch

Thank you very much for your reply, Unicorn. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Thank you will email now

Unfortunately, I have not received any emails from your email address yet.

I’ve emailed you Kristina

Do I understand correctly that your account has been closed with the remaining balance of $10,000?

That is correct

Is there any update as this is getting beyond a joke. They have my money and I cannot even login to my account - I will send you more correspondence, to no avail!

Could you please advise which games you played - slots, live casino, sports betting, etc.?

Played the slots/pokies - deposited the money - then went to withdraw. It was not locked by bonuses etc. seriously can this be resolved asap otherwise I will need to take further action. How can someone hold $10k and lock me out.

Thank you very much, Unicorn, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello there,

Thank you Unicorn for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask 50 Crowns Casino for their help in resolving this complaint. We would like to know what is the issue with the withdrawal and why is the player unable to access their account.

Thank you!

Thanks Peter, I will forward you all correspondence. I had to create a new email address to even contact the VIP manager James or anyone at 50 crowns for that fact. Which they responded. So seems they blocked my original email address. I would like to point out that this money is not even winnings, simply a deposit. They have locked me out and are refusing to refund the money. I will forward all correspondence to you now, which I included Kristina in. This is beyond frustrating and has been going on for far too long now.

Dear CasinoGuru,

Thank you for informing us about this complaint.

We would like to explain the situation from our side: the client made small deposits via bank transfer for about a year and withdrew via bank transfer without any problems. But one day, the client deposited more than 10 000 AUD using cryptocurrency, and closed the account due to gambling addiction without wagering the x3 wager on the deposit at all. After that, she wanted to return her funds to the bank account.

So, for these reasons, we had a long and detailed review of this case.

We would also like to inform you that we offered the client to return the funds, but to her crypto wallet.

We believe that the case has been fully resolved from our side.

If you have any further questions, we are always happy to help

Best regards,

50Crowns Team

Hello, I haven never once been offerered the money to be returned fo my crypto wallet - more than happy for the money to be transferred to my bitcoin address. Please advise who to send that address to asap. Thank you

This has not been resolved - I have sent all my information as per James email and he has now said that I cannot get a refund and I have to wager it. Can someone please advise on how to proceed with this issue please.

Dear CasinoGuru,

Let me explain the case in more detail: we requested the client's crypto address for the refund, but she sent it using an email different from the one she used to sign up. Since we are responsible for the security of the account, we asked for confirmation of the data specified in the account, as well as a selfie with an identity document and the current date, but we have not yet received all the confirmations from the client.

Since the client is communicating from a different e-mail, as soon as all the data is confirmed, the refund will be processed immediately.

If you have any further questions, please feel free to contact

Best regards,

50 Crowns Casino

Thank you for the explanation 50 Crowns Casino representative.

Dear Unicorn, I would recommend following the steps laid out by the casino representative to speed up the resolution process for your issue. THank you in advance for your cooperation!