CrabSlots Casino - Se ha denegado el pago al jugador.

Ladies and Gentlemen

Unfortunately, I have a problem with this casino because it refuses to pay out my balance of €25.00.

On June 5, 2025, I registered with this casino and made a deposit of €30.00 via credit card. The deposit was fully wagered and no bonus was used.

The casino justifies the rejection by stating that a deposit must be wagered 5x. However, section 8.2 of the Terms and Conditions only states that if you do not wager the deposit 5x, a withdrawal fee of 8% and a minimum of €4 may apply. It does not state that wagering 5x is a condition for a withdrawal or that they can reject withdrawals for this reason.

Confronting the casino about this was unsuccessful and they refuse to process the payout.

All documents are attached.

Thank you in advance for your effort!

Sehr geehrte Damen und Herren,

leider habe ich mit diesem Casino ein Problem, da es mir die Auszahlung meines Guthabens in Höhe von 25,00 € verweigert.

Am 05.06.2025 habe ich mich bei diesem Casino registriert und eine Einzahlung von 30,00 € per Kreditkarte getätigt. Die Einzahlung wurde komplett umgesetzt und kein Bonus verwendet.

Das Casino begründet die Ablehnung damit, dass man eine Einzahlung 5x umsetzen müsste. Allerdings steht in den AGB unter Punkt 8.2 nur, dass wenn man die Einzahlung nicht 5x umsetzt, eine Auszahlungsgebühr von 8 % und mindestens 4 € anfallen kann. Es steht dort nicht, dass 5x umsetzen Bedingung für eine Auszahlung ist oder das sie Auszahlungen deswegen ablehnen können.

Eine Konfrontation des Casinos hiermit war erfolglos und sie weigern sich die Auszahlung durchzuführen.  

Sämtliche Dokumente sind beigefügt.

Im Voraus vielen Dank für Ihre Mühe!

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with CrabSlots Casino.

Please note that standard practice in online casinos is to cancel a payout request if the deposit is not fully wagered. In cases you haven't fully wagered a deposit and you are able to continue to play, we would recommend that you complete the wagering necessary, rather than ask the casino to process your payout with fees.

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

• In your post, you stated your deposit was fully wagered; however, the casino reiterated in their email from July 9th, presumably, that you have yet to wager your deposit fully. Could you please explain this contradiction? Have I misunderstood the situation?
• What games did you play to accumulate your current balance in the casino? (which slots, live games, betting on sports)

Thank you very much in advance for your reply.

Best regards,

Tomas

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If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Hello Thomas,

First of all, thank you very much for your quick response!

I played 153 spins of €0.20 each on the slot "Sweet Bonanza 1000" at the casino and wagered €30.60, meaning my entire deposit.

The casino states in its email that I have wagered €120.05 and need to wager another €120.05 to request a withdrawal. That makes absolutely no sense.

They also state that you have to wager your deposit 5x for a withdrawal, but they can't cite any specific point in their terms and conditions. They only state that withdrawals are not free of charge if you haven't wagered your deposit 5x. There's nothing in their terms and conditions that says withdrawals can be denied for this reason.

Thank you very much for your support with this problem!

Hallo Thomas,

zunächst besten Dank für Ihre schnelle Rückmeldung!

Ich habe bei dem Casino 153 Spins a 0,20 € in dem Slot „Sweet Bonanza 1000" gespielt und 30,60 €, also meine gesamte Einzahlung komplett umgesetzt.

Das Casino schreibt in seiner E-Mail, dass ich 120,05 € umgesetzt habe und noch 120,05 € umsetzen muss um eine Auszahlung zu beantragen. Das macht überhaupt gar keinen Sinn.

Sie sagen zudem, dass man für eine Auszahlung die Einzahlung 5x umsetzen muss, können aber keinen konkreten Punkt aus Ihren AGBs nennen. Dort steht nämlich nur, dass Auszahlung, wenn man die Einzahlung nicht 5x umgesetzt hat, nicht gebührenfrei sind. Dort steht nichts, dass Auszahlungen deswegen verweigert werden können.

Besten Dank für Ihre Unterstützung bei diesem Problem!

Thanks for the explanation.

We believe the casino might choose to ask you to continue wagering instead of processing your withdrawal with incurred fees. Point 8.2 might be reserved for situations where you can no longer complete the necessary wagering of the deposit, which doesn't appear to be your situation.

After you wagered the amount of 120,05€ altogether (89,45€ remianing) and won't be able to request a withdrawal, and the casino support won't be able to resolve the issue to your satisfaction, please contact us again and we'll try to assist you.

Looking forward to your decision and reply.

Hello Tomas,

There's no mention of point 8.2 being reserved for specific situations. As a user, you rely on the fact that a withdrawal is possible.

The casino support cannot solve my problem to my satisfaction, which is why I am asking for help.

Thank you in advance!

Hallo Tomas,

das Punkt 8.2 für bestimmte Situationen reserviert ist, steht nirgends. Als Nutzer verlässt man sich darauf, dass eine Auszahlung möglich ist.

Der Casino Support kann mein Problem nicht zu meiner Zufriedenheit lösen, weshalb ich um Hilfe bitte.

Vielen Dank im Voraus!

Thanks for sharing your point of view.

From our point of view, the act that the casino asks you to currently wager the remaining amount isn't anything unfair, and we are currently unable to support your position to strictly adhere to your interpretation of the casino's terms and conditions due to the reasons I mentioned above.

If, after wagering the amount, the casino still doesn't allow you to request a withdrawal, and casino support won't be able to assist you, please let us know, and we'll ask the casino for assistance.

Please let me know about your decision.

Dear SebaFred26,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Tomas
Casino.Guru