Slots Ventura Casino - La retirada del jugador ha sido parcialmente denegada y retrasada.

On Dec 13 I deposited $65 and received a $52 bonus from the following promotion

https://www.slotsventura.com/en/promotions/daily-treasure-boost

i played through all bonus requirements never betting over $5 (keep in mind I could not find the max bet ANYWHERE on their site)

and made my withdrawal for $1000 based on the withdrawal terms as outlined on their site

I was asked for verification which I submitted and was accepted and told the withdrawal was being processed.

a couple days later I received this email that I was too receive $500 instead of $1000 because of a bonus.

when I went through the chat I was told that they believed it to be an error and would open a case on Monday Dec 18

I have checked back everyday and I am told that the investigation is still open and there is no answers.

as well my $500 approved deposit still has not been deposited into my bank account even though they have stated its approved on their end.

Dear Bucklady,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue and understand your frustration. I carefully checked the Bonus Terms on the website, and this is what I found (here):

9.3. Restriction for all Cashback Bonus and Real Cash Bonus is a maximum withdrawal limit of x10 the bonus amount up to 5000€. All bonus funds are non-withdrawable, the right to deduct issued Cashback funds from pending withdrawals is reserved by the casino.

In your situation, this implies that you have the right to a maximum cashout of 10 times $52.

• Could you please specify how many days ago was your withdrawal requested?
• Was your account successfully verified already?

I hope we will be able to help you to resolve this issue and receive your winnings as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 800 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Dear Bucklady,

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 we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.