15win Casino - El retiro del jugador está en suspenso debido a condiciones de bonificación en disputa.

There's a promotion where they give out 15 reais and stipulate that you have to play PG games to meet the roll-over condition and have a balance of 200 or more to withdraw. I met the roll-over condition playing PG games but only had a balance of 110 reais. I asked the support if I could withdraw and they said I had to have a balance of 200 reais. I reached the 200 benchmark and made a withdrawal, but it wasn't credited to my account and remained under review. I contacted support again to explain that I'd complied with the bonus terms, but they said the amount would be deducted because a deposit was needed as well. I'll include images of the bonus terms below; they don't mention anything about a deposit, and the attendant didn't tell me that a deposit was necessary. I am almost certain I won't receive this money, but I'd like to point out that 15win cannot be trusted.

Tem uma promoção em questão que eles dão 15 reais e específica que tem que jogar jogos da PG pra fazer o rellover e estar com saldo de 200 ou mais pra fazer o saque fiz o rellover em jogos da PG mas estava apenas com 110 reais fui no suporte perguntei se poderia sacar eles me respondeu que tinha que ser o valor de 200 reais eu poderia sacar ..cheguei o valor de 200 e fiz o saque ..e ele não foi creditado na minha conta ..ficou em análise chamei o suporte novamente expliquei que cumpri os termos do bonos aí ele me falo que o valor ia ser deduzido pois tinha que ser feito depósito junto ..vou deixar a baixo as imagens do termo do bonos não fala nada de depósito e nem a atendente me falo que tinha que haver depósito ..sei que quase certeza que não vou receber esse dinheiro mas gostaria que deixasse a 15win como não confiavel

Dear Fns014,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with 15win.com.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Have you completed account verification in the casino?
• Could you please share a screenshot of your withdrawal request and communication with the casino, where they ask you to make a deposit? Post screenshots here or send the information to my email at [email protected]
• Have you made any previous deposits in the casino?

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,

Tomas

Yesterday's conversation disappeared and is not recorded but talking to them today look at the response... I only played PG games when I made the amount they asked for of 200 reais I made a withdrawal request of 200 reais

A conversa de ontem sumiu não fica gravada mas falando hoje com eles olha a resposta.. eu joguei apenas jogos da PG quando fiz o montante que eles pedem de 200 reais fiz o pedido de saque de 200 reais

• Do I understand correctly you previously deposited on this website? Could you please specify how much you deposited?

If you deposited in the casino previously and accumulated your winnings I would advise against depositing any more funds.

I'll await your reply.

I didn't deposit because they gave me the bonus to register..but I complied with all the protocol that is required for the bonus to withdraw a single 200 and play only pg games

Não depositei pois me deram o bonos para me cadastrar ..mas cumpri com todo protocolo que se pede para o bonos retirada única de 200 e jogar somente jogos da pg

Online casinos might require minimum qualifying deposits when no previous deposit was made to the casino to verify the payment method for withdrawals.

Did the casino specify the amount required for a deposit?

Dear Fns014,

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.