Eternal Slots Casino - El jugador enfrenta problemas de retiro.

An eternity trying to beat unrealistic wager requirements and successfully achieve that with a balance of $656 after spent the $796 requirement to be eligible for cash out off of a promotion with a $100 Max they won't even send the $100 cash out already took the remaining balance from my account and then ask me for money

Dear bigperm71797,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify the situation.

Could you please send me a link or screenshot of the bonus you activated and played with? Was it a deposit bonus or a free bonus? Keep in mind that free bonuses often come with a cap on the maximum allowed winnings.

From the screenshot you provided, it appears that you need to make a verification deposit to be eligible to cash out your winnings. This is a standard procedure for players who haven’t yet deposited to the casino. Casinos require this step to verify the player’s identity and ensure that the payment methods used belong to the player.

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

Best regards

Veronika

It was a no deposit sign up bonus I understand a cap on the max payout that's isn't the issue the issue is that they won't send me the 100.00 dollars or anything and are requested that I send them 10 dollars for a verification deposit

It was the 224 Free spin bonus

Thank you for specifying the bonus you activated. As mentioned in my initial response, when a no-deposit bonus is claimed, and there is no prior deposit history with the casino, a verification deposit is typically required. Referring to the Bonus Terms and Conditions:

6.7. Welcome Bonus on Sign-Up

(e) A verification deposit of minimum US$10 is required before any withdrawal from the New Signup Bonus can be processed, and the player must withdraw it with the next withdrawal. If the verification deposit isn't made within 7 days from the date the New Signup Bonus was received, all winnings and the bonus amount will be forfeited without prior notice.

Have you made the required verification deposit? If you have, was it completed within the specified timeframe according to the Bonus Terms?

It's pretty obviously a scam seeing how they have now deleted my account

Have you received any explanation regarding the closure of your account? If you received an email from the casino explaining the decision to close your account, please forward it to me at veronika.l@casino.guru.

Did you send the verification deposit to the casino?

What was the balance in your account when the casino closed it?

It had a balance of 100 dollars when they closed it I never received any contact or email from them whatsoever

Thank you for your response. So you had the $100 from your free bonus still in your account when it was closed. However, the casino could not process these winnings because you did not provide the required verification deposit. If you choose not to make this deposit, unfortunately, there is nothing further we can do to assist you.

Please keep in mind that free bonuses are typically subject to specific terms and conditions, and if the player opts not to comply with those conditions, the casino is not obligated to pay out the winnings.

Yes I didn't make the 10 dollar verification deposit only because you can't deposit just 10 dollars using a bank card though then so what was I supposed to do they keep making crap up to not pay you anyway and I'm starting to think you possibly work for these people or something with your response

Do I understand correctly that you did not make the deposit because your preferred payment method was not available?

I want to assure you that our goal is to objectively resolve complaints and provide fair mediation between players and casinos. Our team is dedicated to thoroughly investigating each case by gathering all relevant information from both parties. This helps us ensure that we can make informed and impartial decisions. We understand how frustrating these situations can be, and we are committed to assisting you to the best of our abilities. At the same time, we need to inform the players of the rules the casinos have to avoid misunderstandings.

Dear bigperm71797,

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.