Avantgarde Casino - La retirada del jugador se ha retrasado.

I used a no max rule bonus and hit several big hits in a row. My winning total came to 7000.00 but I was only allowed 1000.00, then I was told that I'm allowed 10x deposit for a total of 560.00. So I got mislead and gave back all the money excerpt for 500 which I am at 19 business days waited, all documents been verified, the account manager doesnt reply to any email, and all live chat does is tell me they will contact the account manager. This is unlike any casino I've ever played at, once I get my money, if I ever do, I'm going to a better one instead of having to go through this ordeal again

Dear slighfrankie,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Do I understand correctly that the withdrawal is still pending inside your account without being processed? Have you been advised why you can’t withdraw your winnings? Is it an internal casino system issue, or it’s related to your account only? Could you please specify which exact bonus you have activated and played?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed, but almost one month is unusually long time.

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

Best regards,

Petronela

I received yesterday $289.56 of Bitcoin in my account. That is not at all what I should have received. I addressed it with the live chat customer support and as usual they told me they would notify my account manager and has blowed me off. I will never gamble at their casino again, I know what they are doing has to be illegal and I want to notify the correct authorities. I won 7000, got told I could only get 560 and I end up with 289. Please help me with this matter, it's not fair to do this to someone.

Thank you, slighfrankie, for your reply. I have checked the general terms and conditions, and this is what I found (here):

"4.11. A bonus equal to or greater than 200% that has been claimed with any deposit, will be subject to a max cashout of 10x the deposit amount."

Could you please confirm that your deposit that triggered the promotional offer was $56? If you withdrew $289 is the other amount still available inside your account or it was cancelled too?

Dear slighfrankie,

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.

All off it was cancelled except for the 289 that I did get. Nothing is left in my account at this time. Their explanation was that my bonus was taken out of my withdrawl amount, which as you can see should not have happened. Please allow me to at least get the 10 X $56 that I should have according to the rules that I failed to read. Even with those rules I didn't get what it promised me $289 is way different than $560, that is a $271 difference, almost half of it was taken from me

I understand that the following rules were used to justify why your winnings have been capped:

"PROMOTIONS AND BONUS TERMS AND CONDITIONS

4.1. All and any free bonuses and deposit bonuses cannot be withdrawn from the Casino, and are meant to enhance game time only. Upon withdrawal, the bonus amounts will be deducted by the Casino before the withdrawal is sent.

4.2. All bonus money will be removed at the point of cash out, bonus money is money that can be used to help generate winnings but cannot be withdrawn as part of the winnings. The bonus will be treated as 'Non-Withdrawable' and will not be reissued to your account but deducted from the winnings by the casinos withdrawal manager during the payout process. Cashback money is also 'Non-Withdrawable' and the casino reserves the right to deduct cashback money from a players' pending withdrawal."

We know that your deposit was $56. Could you please advise how much was the rewarded bonus?

I am not sure I believe 250 percent.

I see. The deposited amount was $56 and the rewarded bonus was $140 (probably).

Therefore it seems as you were supposed to receive greater withdrawal than you actually obtained.

$56 x 10 = $560 max cashout

$560 - rewarded bonus $140 = $420

If you received $290 there's still missing $130.

I adjusted the disputed amount from $7,000 to $130.

I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Dear slighfrankie,

I am so sorry to hear your withdrawal hasn't reached you yet. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite an Avantgarde Casino representative to join this conversation and participate in the resolution of this complaint.

Dear Avantgarde Casino,

Could you please state why the player's rest of the withdrawal has not yet been paid out and when he can expect the payment?

Thank you in advance for providing the information.

Kind regards,

Stefan

Still haven't received it

Hello slighfrankie,

Could you please share with us either the username or the email you signed up for your account with?

We will be able to look into your case once we have it.

Thank you for your cooperation.

Avantgarde

Thank you, slighfrankie.

Since we processed your withdrawal request of $500, and since you claimed a 400% bonus on a $52.80 deposit ($211), the bonus was deducted from the withdrawal request and $289 was sent to you.

We hope this helps to clear things up.

Have a good day,

Avantgarde

Dear slighfrankie,

The calculation provided by the casino is correct. The bonus is sticky and will be deducted from the total amount after completed wagering. I hope this explanation is satisfactory for you. If you don't have any additional questions, I can close the complaint. Thank you very much for your understanding.

Kind regards,

Stefan

Dear slighfrankie,

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.