Africa365 Casino - Se ha cancelado el retiro del jugador y se han cambiado las condiciones de la cuenta.

I recently had an incredibly frustrating experience with this casino. After completing a 40x wager requirement on a bonus, I placed a withdrawal of 9,000. To my shock, the casino canceled my withdrawal and told me I needed to wager another 40x. Worse still, they canceled all my previous bets, claiming they weren’t accepted, even though they had counted towards the original wager.

To make matters worse, after losing a significant portion of the money, they refused to clear the remaining wager requirement they had added. Now, I’m being forced to continue depositing just to clear the remaining balance, which totals 700,000 naira.

This feels like a never-ending trap designed to keep players depositing money with no guarantee of ever withdrawing winnings. The lack of transparency and fairness is alarming, and the way they retroactively cancel bets is beyond unethical.

Dear johnbtc16,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Do I understand correctly that you must make deposits to complete the bonus wagering requirements?
• Did the casino explain why the initial bets weren't accepted?
• Could you please clarify which games you focus on - slots, live casino, sports betting, etc.?

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. 

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

Dear Kristina,

Thank you for your quick response and for assisting me with this issue.

To answer your questions:

1. Yes, I am required to make additional deposits to complete the new wagering requirements, which now totals 700,000 naira. This was imposed after my previous bets were canceled.

2. The casino claims that the reason my initial bets weren’t accepted is because I wagered on low odds in the casino games. However, they did not specify what exactly they consider "low odds" or why this wasn’t flagged earlier, considering those bets were initially counted towards the wagering requirement.

3. I focus primarily on casino games, particularly slots, when fulfilling the wagering requirements.

I will forward any relevant communication between myself and the casino to the email you provided. I appreciate your assistance and hope we can resolve this issue soon.

Best regards,

Johnbtc16

Let me know if you’d like further changes!

Thank you for your reply, johnbtc16. Unfortunately, I haven't received any emails from you yet. Could you please forward everything to me so we can proceed with this complaint?

Dear johnbtc16,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.