NineCasino - Las ganancias del jugador están bloqueadas debido al bono.

Hello,

I made four deposits of €20 each, using the welcome bonus.

As a result, they credited me with another €20.

By playing, I've reached the sum I desired.

I would like to make a WITHDRAWAL, but I cannot withdraw the entire sum because it says "Balance locked by bonus".

Therefore, what should I do or how do I proceed?

Can I not withdraw the money I've accumulated?

I've tried to cancel the bonus, but it tells me that if I do, I might lose the sum of money I've accumulated through the bonus.

I made a deposit anyway of €80 (divided into 4 parts).

And honestly, having reached a winning sum of €840, I don't want to lose that money, how do we sort this?

I await your response.

THANK YOU.

Salve,

Ho effettuato Quattro Depositi da 20€ l’uno, usando il bonus di benvenuto 

Mi hanno accreditato di conseguenza altri 20€

Giocando, Sono arrivato alla somma che desideravo, 

Vorrei fare PRELIEVO, ma non riesco a prelevare tutta la somma perché Mi dice "Saldo bloccato dal bonus" 

Quindi come e/o cosa faccio? 

I soldi che ho accumulato per poi prelevare non posso più prelevarli? 

Ho provato ad annullare il bonus, ma mi dice che se annullo potrei perdere la somma di denaro che ho accumulato tramite bonus.

Ho effettuato un deposito comunque di 80€ euro (diviso in 4 parti)

E sinceramente arrivare a una somma di vincita di 840€, io quei soldi non li voglio perdere, come facciamo? 

Attendo un vostro riscontro

GRAZIE

Dear Prince.9900,

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.

• Could you please advise if the mandatory bonus wagering has been completed?
• Have you tried to communicate this issue with the casino directly?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

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

Dear Prince.9900,

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.

Hi, problem solved,

for those who don't know, if this happens to someone, just do "cancel bonus" and it takes away the money you have accumulated with the bonus money, on the contrary if you have accumulated money with the money you paid, you will be left with the amount you won .

like me, they only took away the €20 I had as an extra bonus.

consequently I made a withdrawal of €800, leaving the €20 on the casino app

thanks again for your availability!

salve, risolto il problema,

per chi non lo sapesse, se dovesse ricapitare a qualcuno, basta fare "annulla bonus " ti toglie i soldi che hai accumulato con i soldi del bonus, al contrario se hai accumulato soldi con quelli che hai versato, ti rimane la somma che hai vinto.

tipo a me, mi hanno tolto solo i 20€ che avevo di bonus in più.

di conseguenza ho fatto un prelievo di 800€, lasciando i 20 sull’ app del casinò

grazie ancora per la disponibilità!

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Prince.9900, for your confirmation, and please don’t 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,

Petronela

Casino.Guru