4Kasino Casino - El jugador no puede retirarse.

Hello, I made a deposit at the casino and immediately got up to €400. On the left side is real money €400 and on the right side €65. I wanted to pay out the €400 and it said that I should first delete the bonus so that I can pay out only then. I did it, and then verified myself with my documents and applied for the 400€ to be paid out.

Now the payment is always rejected, and in the chat nobody tells me what to do. I am only referred to terms and conditions, but do not understand exactly what you want from me and what I should do.

Hallo,ich habe in dem Casino eingezahlt und bin gleich auf 400€ hoch gekommen. Auf der Linken Seite steht Echtgeld 400€ und auf der Rechten Seite 65€. Ich wollte die 400€ auszahlen und es stand das ich erst den Bonus löschen solle,so das ich dann erst auszahlen kann. Habe ich gemacht,und danach mich verifiziert mit meinen Dokumenten und die 400€ zur Auszahlung beantragt.

Nun wird die Auszahlung aber immer abgelehnt,und in dem Chat sagt mir keiner was ich machen solle. Ich werde nur auf AGBs hingewiesen,aber verstehe nicht genau was Sie vom mir möchten und was ich tun soll.

Hello dennisjankowsky,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with 4Kasino Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise what exact bonus did you take? Is your account already verified? Can you access your ongoing bonuses and check if you completed the wagering requirements?

Please note that it is not important to use up the bonus money, you have to finish the wagering. If you will screenshot the bonus you use or your ongoing bonus we might be able to explain it further.

Looking forward to your answer.

Regards,

Nick

Dear dennisjankowsky,

Based on the screenshots provided, it is certain that you did not finish the wagering of the bonus. Even if your balance was real money (because the bonus money in spent first) the bonus was still ongoing and you had wagering to do in order to withdraw the winnings. But as you unfortunately canceled the bonus, you canceled your winnings together with it.

Always be sure in the future to check the bonus section to see if you need additional wagering, or if you are just not sure then contact the casino support.

Could you please advise if your deposit amount was refunded to you? If yes, there is unfortunately nothing else we can do as you canceled the bonus by your own.

Regards,

Nick

I have wagered the bonus. And now I have another bonus inside me. I applied for the 400€ as a payout. Now they have rejected it again and want a photo of my face with ID. But now I can't pay out because the casino gave me a new bonus and I don't know why.

Kind regards

Dennis J******

Ich habe den Bonus umgesetzt gehabt. Und nun habe ich erneut einen Bonus bei mir drinnen. Ich habe die 400€ als Auszahlung behantragt. Nun haben sie es erneut abgelehnt und möchten noch ein Foto vom meinem Gesicht mit Ausweis. Aber jetzt kann ich nicht auszahlen,weil das Casino mir wieder einen neuen Bonus rein gemacht haben und weiß nicht wieso.

Mit freundlichen Grüßen

Dennis J*******

Hello dennisjankowsky,

Can you please provide the screenshot of the first bonus in same format as the new one? Where all bonus details including the wagering is visible. Please forward it to nikolas.b@casino.guru.

Regards,

Nick

Dear dennisjankowsky,

We haven't hear from you in a while. Please note that the complaint will be rejected if we won't get any respond within the next 7 days.

Regards,

Nick

The complaint will be now rejected for the above mentioned reason.