Candy Casino – generel debat (side 3)

That might help with your case actually. We just need to wait for our complaint team to get to it.

Nu kom disse svindlere, og disse 800€ forsvandt på 4 uger

I actually don't get the point of your post. Could you be more specific, please?

Jeg indbetalte €40 og fik en bonus på 200%. Beløbet var €80, og det skulle omsættes til €3740, hvilket jeg kunne omsætte, og saldoen var omkring €600, som var blevet overført til mig for at spille eller hæve. Jeg prøvede at hæve, men dokumentationen krævede, at det tog 5 dage. Jeg fortsatte med at spille, så foretog jeg en ny hævning. Kundeservice sagde, at jeg skulle sende et billede af mit ansigt, pas og kort, og hvor jeg skrev: Candy Casino ingenting. Jeg gjorde alt, og igen ventede jeg i 5 dage og spillede med disse penge og vandt i alt: €8500, og så hævede jeg €6500, og €1500. Jeg efterlod €500 i chips til spillet, som jeg kunne spille med. Så skete det, at min saldo var €0, og hævningen var €800, hvilket jeg ventede i 3 uger, fordi de havde problemer med betalingen. Så betalte de €400 og fortalte mig, at yderligere €400 ville komme.

Hi, just to make sure I understand correctly:

you deposited €40 and took a 200% bonus, so you started with €80 in total. You completed the wagering of around €3,740 and ended up with a balance of about €600, which should have been available for play or withdrawal. You then tried to withdraw, but the casino asked for documents, and the verification took several days. While waiting, you continued playing, later submitted more verification photos (including the selfie with your ID and "Candy Casino" note), and again waited a few days. During that time, you kept playing and your balance increased to about €8,500. You requested a €6,500 withdrawal, left €1,500 in your account, and €500 as playable chips,but then your balance suddenly dropped to zero.

You were left waiting for an €800 withdrawal, of which only €400 was eventually paid, with the casino saying the rest would follow.

Did I get that right?

And could you tell me how the casino explained this outcome? Sometimes the situation depends on specific bonus terms, like a maximum withdrawal limit or whether the bonus funds have to be withdrawn before playing again, so their clarification would really help us understand what happened here.

Let me know, please.

Ja, det var præcis, hvad der skete. Jeg læste bonussen lige før jeg foretog indbetalingen, og der stod 20x omsætningskravet, hvilket var €800, hvilket jeg nu har modtaget fra dem efter lang ventetid. Jeg spurgte dem, om jeg kunne fortsætte med at spille med disse penge, og de sagde ja, det kan de. Først da jeg foretog min første udbetaling, sagde de, at ud af de €8500 ville jeg kun få €800.

In my opinion, the casino required you to withdraw your balance immediately after finishing the bonus; otherwise, the bonus limitations would remain active, as only a withdrawal can end the bonus.

Perhaps you should withdraw the money once the wagering is finished. Sad to say, those technical bonus solutions are very often quite illogical and the player won't conclude that on his own.

Hence, I'd like to repeat: could you please tell me how the casino explained this outcome?

Occasionally the situation depends on specific bonus terms, like a maximum withdrawal limit or whether the bonus funds have to be withdrawn before playing again, so their clarification would really help us understand what happened here.

Ja, casinoet fortalte mig det først, efter jeg havde vundet de €8.500. Da jeg hævede €6.500 og €1.500, var det ligegyldigt, om jeg havde vundet €10.000, jeg ville ikke få €800. Jeg spurgte dem, hvorfor de ikke kunne fortælle mig dette tidligere, fordi jeg hævede mindre beløb, men jeg fik ikke noget svar.

Well, is this stated in the rules, perhaps? I checked out briefly but could not find anything concrete. I agree the casino should respond to you openly and clear out any doubts you may have.

Perhaps if we begin with the specific bonus, we can come up with something. What specific bonus did you take, please?

Der er en bonus med 200% på første indbetaling og en maksimal udbetaling. Omsætningen var 40x, hvilket var 3700€ for mig.

Sagen er den, at selvom jeg spurgte dem om at fortsætte med at spille, sagde de, at saldoen var gratis, men den burde have været hævet til kontoen med det samme, hvilket var umuligt, fordi de havde brugt mere end 3 uger hos disse havnefirmaer. Og hvis jeg havde tabt pengene, ville jeg ikke have fået noget, men da jeg fortsatte med at spille og vandt, fik jeg 800€. Kundeservicen er virkelig forfærdelig, ligesom casinoet er.

Oh, so the casino told you that you had to withdraw, but at the same time, the withdrawal wasn't carried out by the casino. Ah! I really appreciate you helping me understand that.

In that case, it seems there isn't much left to discuss. The picture is obvious and it must have been very difficult! Thank you for your efforts and patience. Perhaps other players will eventually have something to add.

Casinoet fortalte mig aldrig, at man skulle hæve pengene først. Da dokumentationen var godkendt, og jeg havde tjent €6500 og €1500 bagefter, spurgte jeg, hvorfor det var sådan. Svaret var, at jeg ikke var berettiget, da jeg havde tjent €800.

I believe this is what I mentioned earlier. Many casinos require players to immediately withdraw any money won from bonuses, as the system continues to enforce bonus limitations even after the wagering requirements have been met. We call it the "technical withdrawal," and in my opinion it is a very illogical solution.

Fair to say, it's easier for casinos this way but irrational for players.

The wagering has been completed, the winnings have been capped and transferred to the real balance, but a withdrawal is still technically required so the bonus limitations end.

Such things need to be clearly specified in the rules and in the bonus; otherwise, the player has literally no way of finding out on his own.

I have a strong feeling this is what happened to you.

I tried to find out which specific bonus you took and whether the associated technical steps are mentioned in the Terms and Conditions.

Jeg har sendt en besked til support og kundesupport, men de svarer ikke på noget. Kundeservicen fortalte mig ikke noget, men sagde, at man kunne fortsætte med at spille. Jeg anbefaler ikke casinoet til nogen, fordi de har problemer med betalinger, og kundeservicen er virkelig dårlig. Det er selvfølgelig min mening, at de bare har snydt mig.

I very much respect your experience, and I have no intention of pressing you further. Hopefully, Igor will help out. I personally thank you for your patience here with me. 🙏

If only you could keep me updated on the progress, that would be fantastic. I'd love to know the outcome of the complaint and how you fare.

Jeg kan fortælle dig det, når jeg selv får et klart svar.

Thank you very much.

Det klare svar er, at kundeservicen er virkelig dårlig, casinoet har vasket sine hænder af det, hvilket ikke var nogen overraskelse.

Hello and thank you for getting back here. I'm sorry to see the matter has not been resolved yet. the way I see it in the complaint, though, Igor appears not to be very amused by the casino last response...

Do you see the same?

Jeg er nysgerrig, da jeg spurgte dem mange gange, om jeg kunne spille, og de sagde, at det kunne man, det var det, der skete i udbetalingssituationen.