Casino Astral - El jugador cuestiona los requisitos de apuesta de bonificación.

I'm only going to make a complaint but it's very big due to an operator that you have there. Tom, bad people, had won and played what the bonus asked me for and every time I went to ask to withdraw, this man told me that he had to play more, even counting the plays and I knowing that he had exceeded the bonus, he followed me saying that he had to play, he was inventing figures so that he could continue playing. Badly done bad person, until he didn't feel like it, I couldn't withdraw. I hope and wish that this gentleman is removed from the casino, because all he does is deceive people and laughs at them. I hope that some measure will be taken against this person, since the bad treatment, the mockery and the deception, is easily denounceable and criminal. And having said all this. I would very much like you to close the account in this casino, since if this person (Tom) is still in it, I will not play any more. I hope you do not pass this email wherever you want. I send you photos saying what I am telling you. And even knowing that he had passed the bonus, he kept saying that he had to play more. Bad person, bad feelings.

Solo voy a poner una queja pero muy grande debido a un operador que tenéis ahí. Tom, mala gente, había ganado y jugado lo que me pedía el bono y cada vez que iba a pedir de retirar, este señor me decia que tenía que jugar más, aún contando las jugadas y yo sabiendo que había sobrepasado el bono, me seguía diciendo que tenía que jugar, iba inventando cifras para que siguiera jugando. Mal hecho mala persona, hasta que a él no le dio la gana, no pude retirar. Espero y deseo que retiren a este señor del casino, por qué lo único que hace es engañar a la gente y encima se ríe de ellos. Espero que se tome alguna medida en contra de esta persona, ya que el mal trato, la burla y el engaño, es fácilmente denunciable y delictivo. Y dicho todo esto. Me gustaría muchisimo que cerrarais la cuenta en este casino, ya que si esta persona (Tom) sigue en el yo no pienso jugar más. Espero que no os paséis este email por donde os de la gana. Os envío fotos diciendo lo que os estoy comentando. Y aún sabiendo que había superado el bono, seguía diciendo que tenía que jugar más. Mala persona, malos sentimientos.

Dear Jacob,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. Please, could you forward me your game history and a link of the specific bonus that you have redeemed? ? I would like to check whether the bonus wagering requirements have been completed and which games you have played as some games have different wagering contribution (please see below):

"Examples:

A bet of €100 in Slot will be calculated as €100 for wagering requirements.

A bet of €100 in Roulette will be calculated as €10 for wagering requirements.

A bet of €100 in Craps will be calculated as €10 for wagering requirements."

I hope we will be able to help you to resolve this issue as soon as possible. However, if you wish to close your account anyway, please send your request to support@casinoastral.com stating your username and the reason why you wish your account to be closed. Thank you in advance for your reply.

Best regards, Petronela

Unfortunately, in this casino, you cannot see the game history, I have tried and you cannot, secondly I have asked many times that my account be closed and they do not close it, they say that I have to wait a month without entering the casino to to be able to close it, I do not understand why in other casinos you ask for it, the account closure and they close it at the moment and you can not exclude yourself, there is no tab to do it and if you speak to the support it tells you that you cannot. And the history thing, you go to Game history and the period appears, today, but you try to change it to yesterday and it does nothing. I do not know if it is why I play from the mobile, but what is not logical that I in other casinos can, and not in this one. Both self-exclusion, account closure and viewing game history. The bonus was 20 euros and I had to play 30 times its value, I always play slots, because when I thought I had already overcome it, I asked Tom why he couldn't withdraw and he told me that he had played 450/600. Ok I left the chat, I went to secret of Nefertiti and played more than 75 spins worth 2 euros and I return to the chat and he tells me that he still could not withdraw, that he had played 420/600, less than before, I told him that no I had already overcome it and the one who had to follow and who had played 520/600 another change. I went back to the same slots and played 40 spins counted at 2 euros and I returned to the chat to request the withdrawal, and he told me that he had not played 559/600 and so on several times until I lost what I had planned to withdraw, thanks to the lies of this man. (Tom).

Lamentablemente, en este casino, no se puede ver el historial de juego, lo he intentado y no se puede, segundo he pedido muchísimas veces que se cierre mi cuenta y no la cierran, dicen que tengo que esperar un mes sin entrar al casino para poder cerrarla, no lo entiendo por qué en otros casinos lo pides, el cierre de cuenta y la cierran al momento y tampoco puedes autoexcluirte, no hay una pestaña para hacerlo y si hablas con el soporte te dice que no puedes. Y lo del historial, vas a Game history y aparece el periodo, today, pero intentas cambiarlo a yesterday y no hace nada. No sé si es por qué juego desde el móvil, pero lo que no es lógico que yo en otros casinos pueda, y en este no. Tanto autoexclusion, cierre de cuenta como ver el historial de juego. El bono fue de 20 euros y tenía que jugar 30 veces su valor, yo siempre juego a slots, pues cuando creí que ya lo había superado, le pregunté a Tom por qué no podía retirar y me dijo que había jugado 450/600. Vale salí del chat, entre a secret of Nefertiti y jugué más de 75 tiradas por valor de 2 euros y vuelvo al chat y me dice que todavía no podía retirar, que había jugado 420/600, menos que antes, le dije que no que ya lo había superado y el que tenía que seguir y que había jugado 520/600 otro cambio. Puen volví a la misma slots y jugué 40 tiradas contadas a 2 euros y volví al chat para pedir el retiro, y me dijo que no que había jugado 559/600 y así varias veces hasta que perdí lo que yo tenía pensado retirar, gracias a las mentiras de este señor. (Tom).

Thank you very much Jacob for providing all the necessary information. I will transfer now your complaint to my colleague Peter 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.

And another thing, excuse my heaviness, the last time I made a withdrawal at this casino, which by the way the minimum to withdraw is 100 euros, it seems abusive, it took 2 weeks to make the withdrawal to that adding after they approved it 3 more days for me to have the money in my account. I think they do it so that you cancel the withdrawal and go back to play and lose the money, because during those two weeks you can cancel the withdrawal. They are very bad people.

Y otra cosa, disculpad mi pesadez, la última vez que hice un retiro en este casino, que por cierto el mínimo para retirar son 100 euros, me parece abusivo, tardaron 2 semanas en efectuar la retirada a eso añadiéndole después de que la aprobaran 3 días más para yo tener el dinero en mi cuenta. Creo que lo hacen para que anules la retirada y vuelvas a jugar y perder el dinero, por qué durante esas dos semanas puedes cancelar el retiro. Son muy mala gente.

Hi Jacob, 

I looked at your case and the email you sent and understand your frustration. Is it possible that you played games that didn't contribute to fulfilling of the wagering requirements? Anyway, the casino support should inform you properly and explain to you why the games you played had lower or no contribution if this was the case. And secondly, when you asked them to cancel your bonus, they should have done so. If it was a bonus with a locked deposit, again, they should have explained this to you. I will try to contact the casino and we'll see what its response will be. You will be notified as soon as the casino replies.

We would like to ask the Casino Astral to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may affect its rating.

Hi Jacob, 

I tried to contact the casino repeatedly, but they never replied. I'm afraid, there is not much I can do now to help without the casino's cooperation. As a last resort, you could submit a complaint to the Curacao Gaming Authority (complaints@gaminglicences.com). It's not the best license out there, but they might be able to help. Please let me know if you contacted them and how they replied (peter.m@casino.guru). The only thing I can do is to mark the complaint as unresolved. This will affect the overall rating of the casino. I understand, this isn't a satisfactory solution to your issue. However, the decrease of rating caused by unresolved complaints could change the casino's approach. I really wish I was of more help.

Best regards,

Peter

We’ve reopened this complaint as per the casino's request. We would like to give this case one more chance to get resolved and help both involved parties to reach to a satisfactory conclusion.

Ok, I want my money earned honestly and complying with the casino's requirements, to play 30 times the given bonus and that's what I did. But this man (Tom) continued to insist that he had not overcome it when I had counted the spins and the money wagered.

Ok, yo quiero mi dinero ganado honradamente y cumpliendo con los requisitos del casino, jugar 30 veces el bono otorgado y eso hice. Pero este señor (Tom) siguió insistiendo en que no lo había superado cuando yo había contado las tiradas y el dinero apostado.

Since the Casino Astral asked for a reopen, I would like to ask the casino rep to reply to this complaint. We are extending the timer by 7 days.  If the casino fails to respond in the set time frame, the complaint's status will go back to ‘unresolved’.

Hi Jacob,

I received an email from a casino rep who promised to respond to the complaint but ,unfortunately, she didn't. I am changing the complaint's status back to unresolved. If the casino decides to react, you will be notified by email.

We received an email from the player stating the issue was resolved.