El casino canceló la solicitud de retiro alegando que solo tenía derecho a 100 €

Good afternoon. I have some doubts about what's going on.

I activated a bonus for which I reached the rollover. When I reached the rollover and after having transferred it to my real balance, I continued playing. When I reached €170, I decided to withdraw it. The request was made and waited. Today I went to the website and noticed that they had canceled the order. They put €100 into the casino account and withdrew the €70. Now they say that the maximum bonus withdrawal is €100. But if I've reached the rollover and I'm playing for real money, any amount made after that is mine, right?

Boa tarde. Estou com algumas dúvidas sobre o que se está a passar.

Ativei um bónus ao qual atingi o rollover. Ao atingir o rollover e já depois de ter passado a saldo real, continuei a jogar. Ao atingir os 170€, decidi levantá-los. O pedido foi efetuado e ficou a aguardar. Hoje fui ao site e reparei que cancelaram o pedido. Colocaram 100€ na conta do casino e retiraram os 70€. Agora dizem que o levantamento máximo do bónus é de 100€. Mas se eu atingi o rollover e se estava a jogar em saldo real, qualquer valor feito depois disso, é meu, correto!?

You always need to check the bonus terms first.

What's the maximum amount for withdrawal from this bonus? Have you checked that?

Good morning Romi.

The maximum bonus amount is €100. But I thought that, even though it was the maximum amount of €100, it only served to make the adjustment when converting the bonus balance to the real balance. In other words, if you had €200 in bonus balance when you hit the rollover, it would go up to €100. And that, from then on, any winnings I made would be mine because I had already converted it to a real balance.

Bom dia Romi.

O valor máximo do bónus é de 100€. Mas eu pensava que, mesmo sendo o valor máximo de 100€, só servia para fazer o ajuste na hora de converter o saldo de bónus para saldo real. Ou seja, se tivesse 200€ em saldo de bónus quando atingisse o rollover, passaria para os 100€. E que, apartir daí, qualquer ganho que fizesse, seria meu porque já tinha passado a saldo real.

Well, it has to be first converted to the real money or withdrawn. Then you should be able to continue playing by depositing or playing with the real balance money.

That's what happened. I met all the requirements and when all the money in the bonus balance became real balance, I continued to play with the real balance until the withdrawal request.

Isso foi o que aconteceu. Atingi todos os requisitos e quando todo o dinheiro do saldo de bónus passou a saldo real, continuei a jogar com o saldo real até ao pedido de levantamento.

Our team will investigate the whole thing within your complaint, so hopefully we'll be able to intervene in your case and help you out.

Please stay patient, and we'll get there. 🙏