Dendy Casino - El retiro del jugador se retrasa a pesar del estado exitoso.

I made a withdrawal, with my account already verified, on September 2nd. It shows as successful, but it never reached my Revolut account.

Very rude support, email support is slow, and when they respond, it's with a delay of 3 or 4 days, but at the moment, not even that.

Fiz um levantamento, com a conta já verificada, no dia 2 de setembro. O mesmo encontra-se como bem sucedido no entanto nunca chegou à minha conta revolut.

Suporte muito rude, apoio por email lento, quando respondem é com delay de 3 ou 4 dias mas neste momento nem isso.

Dear Elsa121, 

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.

Have you made any successful withdrawals before?

Could you please confirm that you have passed the KYC verification?

Have you accumulated your winnings with or without an active bonus? 

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, 

Veronika

hello good afternoon, the account confirmation/verification was successful.

I actually accumulated part of the winnings with bonuses, so they applied a penalty and instead of 5k they only authorized the withdrawal of 1k.

the withdrawal shows as successful.

i have never made a withdrawal before.

thank you

olá boa tarde, a confirmação/verificação de conta foi bem-sucedida.

Efetivamente acumulei parte dos ganhos com bónus, pelo que me aplicaram uma penalização e em vez de 5k apenas autorizaram o levantamento de 1k.

o levantamento aparece como bem sucedido.

nunca fiz levantamento antes.

obrigada

Could you please send me a link or a screenshot of the bonus you played with? Was it a deposit bonus or a free, no-deposit bonus?

Additionally, kindly forward me all the communication between you and the casino customer support that could be relevant to the investigation of your case at veronika.l@casino.guru. Thank you for your patience and your cooperation.

Documentation already sent to email.

Documentação já enviada para o email.

Thank you for your email. You mentioned that in the meantime, you received a payment of € 1000 from the casino. Since you played with a bonus, I checked the Bonus Terms of Dendy Casino, and this is what I found:

2.6 The maximum bet available with an active bonus is €3/$3/12 PLN/4 AUD/200 RUB. If you violate this rule, the bonus and winnings from it will be canceled. The maximum withdrawal of any deposit bonus or free spins is €1000/$1000/4200 PLN/1500 AUD/70000 RUB, unless otherwise stated in the bonus description. Buying a bonus and free spins in the slot is also a bet.

Since you won €1063 with a free spin bonus, the casino capped your winnings at €1000, in accordance with their Terms and Conditions. The remaining amount of €63 was therefore voided.

I would like to emphasize that according to our Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#win-limits, we consider imposed win limit to be unfair and predatory only when it’s applied to a real money game, however, we accept bonus T&Cs that restrict the maximum cash out from a bonus play.  

If there is any additional information that would support your case, please do not hesitate to contact us. Otherwise, I will be forced to reject your complaint. Thank you for your understanding.

You didn't understand, I had 1063 euros when I accepted the free spins bonus afterwards. In other words, the penalty they gave was on all subsequent profit.

In the meantime, I've already received the 63 euros as well.

I conclude the case, but I definitely wouldn't recommend this casino to anyone!

Não perceberam, eu tinha 1063 euros quando aceitei o bónus de rodadas grátis de seguida. Ou seja a penalização que deram foi sobre todo o lucro subsequente.

Entretanto já recebi os 63 euros também.

Dou o caso como concluído mas decididamente não recomendo este casino a ninguém!

Thank you for the explanation and I apologize for the misunderstanding.

I am glad that you received your winnings in the end. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Veronika

Casino.Guru