Candy Casino - El jugador experimenta un retiro retrasado.

hello

elikkä I was playing and took a deposit bonus which I wagered and tried to make a withdrawal and they required dokkari and I put them in and they took a week and I continued playing with this won money which I had already wagered and then the dokkari were accepted and I had €6500 in withdrawal €1500 and I left €500 in chips in the game account. Then it turned out that the withdrawal had changed to €800 of which they paid €400 and said that there were problems with the payments. I played for 2 weeks and won at the casino and after this process the customer service said that I should have withdrawn this €800 to my first account where it took 3 weeks and I got €400 and I should have deposited this amount back then the winnings would have been accepted. Yes this is a big mess. I have sent a message to the support/license service no response came T:Kimmo

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting your complaint.

I’m sorry to hear about your withdrawal issue. Please understand that the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence. If a payment method is available for deposits, it doesn’t necessarily mean that it will be offered for withdrawals too; also, it can be discontinued at any time. Unfortunately, casinos are sometimes powerless and limited in offering payment methods to their customers.

• Could you please advise if you have been informed about any alternative method to withdraw your winnings?
• Was your account successfully verified?

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,

Tomas

The problem was that I played for probably 2 weeks and customer service didn't say anything. I ended up losing €7,700 because the casino came up with some carrot when I couldn't pay.

Ongelma oli että pelasin varmaan 2 viikkoa ei asiakaspalvelu sanonut mitään jäin 7700€ häviöllä koska casino keksi jonkun porkkanan kun ei pysty maksamaan

Thanks for your reply.

Unfortunately, I don't understand the nature of the issue even after your explanation and the screenshots you sent to me via email.

Could you please explain in more detail the issue and how you believe we might assist you regarding the issue?

What does the disputed amount €7700 represent in your situation?

Could you please send any correspondence between you and the casino discussing the problem? Send the information to my email at [email protected]

Looking forward to your reply.

Hello

I deposited €40 and took a 200% bonus this amount was €80 and it had to be wagered €3740 which I was able to wager and the balance was about €600 which had been transferred to me to play or withdraw and I tried to make a withdrawal but the docs demanded where it took 5 days I continued playing then I made a new withdrawal customer service said that I had to send a picture of my face and passport and card and where I wrote candy casino nothing I did everything and again I waited 5 days and played with this money and won a total of: €8500 and then I made a withdrawal of €6500 and €1500 I left €500 in chips for the game which I can play with. Then it happened that my balance was €0 and the withdrawal was €800 which I waited 3 weeks because they had problems with the payment then they paid €400 and told me that another €400 would come

Moikka

Talletin 40€ ja otin 200% bonarin tämä summa oli 80€ ja se piti kierrättää 3740€ minkä sain kierrätettyä ja saldo oli joku 600€ mikä oli siirtynyt minulle pelattavaksi tai nostettavaksi ja yritin tehdä noston mutta vaativat dokkarit missä meni 5 päivää jatkoin pelailua sitten tein uuden noston asiakaspalvelu kertoi että pitää lähettää kuva naamasta ja passista ja kortista ja missä olen kirjoittanut candy casino ei mitään tein kaikki ja taas odotin 5 päivää ja pelailin tällä rahalla ja voitin yht: 8500€ ja sitten tein noston 6500€ ja 1500€ jätin pelitille 500€ pelimerkkejä millä voin pelailla. Sitten tapahtui että saldoni oli 0€ ja nosto oli 800€ mitä odotin 3 viikkoa koska heillä oli maksun kanssa ongelmia sitten he maksoivat 400€ ja kertoivat että toinen 400€ tulee

And in the pictures I posted, the bonus has been canceled. I would have understood that I would have received half of this amount and the other half would have had to be wagered 1x, that would have been fine, but I didn't receive €7700 and no one from customer service said anything or when I sent a support message, no one answered me. They have deleted all chat conversations from me.

Ja kuvissa mitä laitoin bonarin on peruutettu olisin ymmärtänyt jo tästä summasta olisin saanut puolet ja toinen puoli olisi vaikka pitänyt kierrättää 1x se olisi ollut ihan ok mutta 7700€ jäi saamatta eikä asiakaspalvelusta kukaan kertonut mitään tai kun laitoin suport viestiä niin kukaan ei vastannut minulle. He ovat poistaneet kaikki chat keskustelut minulta.

Dear Kikke

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Igor ([email protected]). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Thank you very much

Kiitos paljon

Dear Kikke,

I am so sorry to hear about your problem with the Candy Casino.

Since Candy Casino hasn’t replied to the complaints so far, I will now try to contact a Candy Casino representative via email.

Hopefully, they will join this conversation and take part in resolving your complaint.

If a Candy Casino representative joins this case, please respond so that we can work toward resolving the issue as soon as possible.

Best regards,

Igor

I have sent them a message myself but they are not responding.

Olen lähettänyt itsekkin heille viestiä mutta eivät vastaa mihinkään.

Hello everyone,

I managed to get in touch with a Candy Casino representative, and this is their official response:

With a deposit of 40 EUR, you took advantage of the promotion with promo code 2WWB50. This promotion awarded you a double bonus: 200% of the deposit amount + 50 free spins. In accordance with the site's bonus rules, double bonuses are subject to maximum withdrawal limits.

The maximum withdrawal amount when activating the double bonus (cash bonus + free spins) is limited to 20x the deposit amount, unless otherwise specified in the promotional terms.

With your deposit of 40 EUR, the maximum withdrawal amount was 800 EUR. This payment was made to your account in two transactions of 400 EUR each.

Yeah, I read this right before taking the bonus. Of these, the free spin winnings were canceled and the wagering was done and I asked if I could continue playing they said yes. Then when I had won a lot they only told me that I could withdraw this 800€, it's a crooked casino

Joo tämän asian luin heti ennen bonuksen ottoa. Näistä ilmaiskieroksen voitot peruttiin ja kierrätys oli tehty ja kysyin voinko jatkaa pelaamista he kertoivat kyllä. Sitten kun olin voittanut paljon niin kertoivat vasta minulle että saan nostaa tämän 800€ on kyllä kiero casino

Yes, recycling was done.

Kyllä kierrätys oli tehty

Dear Kikke,

Just to clarify the situation — once you completed the wagering, what was your total balance?

And if it exceeded the maximum withdrawal limit (20x the deposit amount), were your winnings capped at that point?

The balance was probably €600 and there were no restrictions. My account is closed so I can't see the exact amount.

Saldo oli varmaan 600€ ja mitään rajoituksia ei ollut laitettu. Minun pelitili on suljettu niin en nää tarkkaan summaa.

Dear Kikke,

Thank you very much for a clarification.

Dear Candy Casino,

According to the player’s last response, at the moment when the bonus was fully wagered, the balance was lower than the bonus withdrawal limit. Therefore no winnings had to be capped.

Only later, after wagering, his balance was capped at €800.

Could you please comment on that?

This withdrawal limit only came 2 weeks later after I had made withdrawals of €6,500-€1,500 and I had contacted customer service many times before these withdrawals and there were no restrictions.

Tämä nosto raja tuli vasta 2 viikkoa myöhemmin kun olin tehnyt 6500€-1500€ nostot ja olin asiakaspalveluun todella monta kertaa yhteydessä ennen näitä nostoja ja mitään rajoituksia ei ollut

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

This casino has not responded to me at all. I just lost the money I won. This is not surprising to many, this is a lot of money, but I hope others are wiser.

Tämä casino ei ole vastannut minulle yhtään mitään. Jäin saamatta vain voitetut rahat. Ei tämä yllätä monelle tämä raha on paljon mutta toivon että muut olisivat viisaampia

Dear Kikke,

Could you please confirm whether you have any balance left on your account?

The account balance is 0€ and they closed the account. This Casino doesn't handle things well. I would have been happy if they had paid me half of it and the other half should have been wagered 1x, but they won't do anything even though the casino was at fault. And I asked many times when I made withdrawals. I thought I wouldn't get my money this way. That amount is big for me.

Tilin saldo on 0€ ja tilin sulkivat. tällä Casinolla ei kyllä asiat hoidu olisin ollut tyytyväinen vaikka että olisivat maksanut puolet tuosta minulle ja toinen puoli olisi pitänyt kierrättää 1x mutta eivät suostu mihinkään vaikka vika oli casinossa. Ja vielä kysyin monta kertaa kun tein nostoja. Arvelin että tätä kautta en saa rahojani. Minulle tuo summa on iso.

Hello everyone,

Here is the message I received from Candy Casino:

If I understand correctly, the player is trying to point out that when the bonus was wagered, the balance was less than 800, it was switched to cash, and we only debited the funds after the player withdrew. In other words, the player is trying to convince us that they won from the cash that was wagered earlier. However, this is an incorrect interpretation. There is a clear rule limiting the maximum withdrawal amount for each bonus. The promo was used, and the player confirmed this. This means that the rule limiting the maximum withdrawal when using a promo was applied correctly. This was done.

I would like to ask Candy Casino to clarify:

Whether your system applies the withdrawal cap once at the moment wagering is completed or if all future winnings are capped until the player withdraws.

Also, feel free to share any information or evidence regarding this complaint, for example system logs.

I posted pictures of all the withdrawals I made in the past 2 weeks. And every time I asked when I would get the money they said the docs had to be approved first and I continued playing and at no point was my balance dropped. Then when the docs were approved and the first withdrawal was approved my balance dropped from €8500 to €800. The casino never dropped the balance until 2 weeks later even though I asked them

Minä laitoin kuvat kaikista nostosta mitä tein 2 viikon aikana. Ja joka kerta kun kysyin millon saan rahat niin sanoivat että dokkarit pitää eka hyväksyä ja minä jatkoin pelaamista missään kohtaa ei saldoa tiputettu. Sitten kun dokkarit oli hyväksytty ja eka nosto hyväksytty saldoni tippui 8500€ 800€. Casino ei missään vaiheessa tiputtanut saldoa vasta kun 2 viikon päästä vaikka heiltä kysyin

Here is the message I received from Candy Casino:

If a player uses a promo code that has maximum withdrawal terms, they can only withdraw up to the specified amount. The remaining winnings are cancelled. As previously noted, the user used the double bonus on a €40 deposit so, in accordance with the T&C, received a withdrawal of 20x the deposit amount, or €800. The remaining winnings were cancelled.

Dear Candy Casino

You did not fully clarify the situation.

Does this mean that the max cashout also applies after the wagering is completed?

I asked them about this and they said you can play. Only after the withdrawal was successful did they say this. This is a scam

Tätä asiaa heiltä kysyin ja sanoivat voit pelata. Vasta kun kotiutus onnistui niin sanoivat tämän. Tämä on huijausta

I thought this was completely useless because I wasn't getting my money.

Arvasin että tämä on ihan hyödytöntä koska rahojani en saa.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.