Art Casino - El retiro del jugador ha sido rechazado.

Hello, good afternoon, I am writing to you to find out the reason why my withdrawal was rejected. I clarify the following points: 

1.- The bonus gave me 0.66 cents, so I changed slots and continued playing until I reached 160, but the winnings from the FS bonus were 0.66 cents, no more. 

2.- I did not make any bets over the dollar playing after having received the bonus prize. The above could perhaps have been misinterpreted or confused with a bonus in the wanted or dead game, but the bet was 0.2 cents. 

3.- The deposit I made was played (x1) and after that I made the withdrawal.

The ID transaction: 5WnTA8DOx0oKPuT

Thanks.

Dear JOTAM,

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

Have you received any emails from the casino after your withdrawal was rejected? If so, kindly forward it to me at [email protected].

Could you kindly send me a link or a screenshot of the bonus you activated and played with? Was it a deposit bonus, or a free, no-deposit bonus?

Have you made any successful withdrawals from this casino before?

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

I contacted the page's support and they gave me an email address for the finance department. I wrote and sent an email but they have not responded.

This is the bonus that gave me approximately 0.6 cents.

This image shows that what was won was after having played the bonus. The bonus only gave me 0.6 cents.

That is what appears in the bonus tab after they confiscated my funds, they only returned the 4 dollars I deposited.

I have not made any withdrawals at this casino but I did make a deposit before trying to withdraw.

Thank you for your reply.

Am I correct in understanding that you changed the game after you used all the free spins from the exclusive bonus and won 66 cents?

Which game did you start playing, and what bets did you make during this gameplay?

Could you please send me a screenshot showing the winnings from the free spin bonus?

Have you received any explanation from the customer support after your withdrawal was rejected? Was it because of the alleged breach in the maximum allowed bet?

Please forward me all the communication between you and the casino customer support that could be relevant to the investigation of your case at [email protected]. Thank you for your patience and cooperation.

Dear JOTAM,

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.

1.- Yes.

2.-moon princess 100 and others indicated in the following image:

3.-Capture is not possible as nothing appears as shown in the following image:

But looking at the image from the previous answer, you can see that I started playing slots with 0.67 cents.

4.- Indeed, that was the withdrawal rejection, according to what online support told me. They couldn't contact the finance department, who made the decision. The only "help" they gave me was the finance department's email address, where I sent an email, but they never responded.

Thank you for your reply. I have checked the bonus T&Cs and I found this:

10.1.6 All games have a maximum betting limit of 3 EUR (or equivalent in other currencies) per game round/spin during bonus is active on the player's account. Moreover, it is strictly forbidden to use any slot special features, including "gamble feature", "buy bonus feature, "buy free spins future" or any other in slot "game feature" and "bonus hunt" (collecting bonuses with intention to later open it) during bonus active period ("active bonus") on the player's account. Violation of this rule will forfeit the bonus and any winnings resulting from the bonus or other games that were completed during the active bonus period.

Our position is closely explained in Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#max-bets: The max bet rule is, in fact, an industry standard, just as the fact that a casino has the right to seize the player's winnings from bonus play after breaking this rule. We prefer not to go against industry standards by penalizing casinos that use the maximum bet rule against players from time to time.

However, if you feel like you have been accused mistakenly, feel free to forward me your game history in Excel format. You can request it from the casino and then send it to me. My email address is [email protected].

If there is any other relevant communication between you and the casino, please send it as well.

Thank you in advance for your reply.

Dear JOTAM,

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.