Paradise 8 Casino - Spillerens gevinster bliver konfiskeret.

English:

Met the wagering requirements of €10 - 400x

Ended up with €100

Doesn't let me withdraw

Portuguese:

Cumpri o wager estabelecido de 10€ - 400x

Acabei os requisitos e fiquei com 100€

O casino não me deixa levantar os ganhos.

English:

Meet the wagering requirements 10€ - 400x

Stayed with 100€

Doesn't let me withdraw

Portuguese:

Cumpri o wager estabelecido de 10€ - 400x

Acabei os requisitos e fiquei com 100€

O casino não me deixa levantar os ganhos.

Hello Menducas,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Paradise 8 Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and if yes, since when exactly? What kind of bonus did you use? How exactly it does not allow you to withdraw, are you unable to request it or it gets canceled? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

The bonus I used was the 10€ free chip.

I can't request a withdrawal, I completed 400x of wager and turned it into real balance but the money doesn't show as possible to be withdrawn.

I've already emailed the casino contact and the casino financial contact and I'm waiting for a reply.

Nobody asked me for any documents to hand over and the personal details are duly filled in.

O bónus que usei foi o 10€ free chip.

Eu não consigo solicitar o levantamento, eu cumpri 400x de wager e tornei em saldo real mas o dinheiro não dá como possível para ser levantado.

Já enviei email ao contacto do casino e ao contacto financial do casino e estou à espera de resposta.

Ninguém me pediu nenhum documento para entregar e os detalhes pessoais estão devidamente preenchidos.

That's what they said... that once you have more than 3 bonuses, the bonus winnings can't be withdrawn.

Isto foi o que eles disseram... que a partir de ter direito a mais de 3 bonus que os ganhos de bonus nao se podem levantar.

I'll send the proof as an attachment.

Vou enviar as provas por anexo.

I really wanted to resolve this issue

Queria mesmo resolver esta questão

Hello Menducas,

Did you request a withdrawal from the first 2 bonuses? When did you register your account?

I didn't request the withdrawal of the first 2 bonuses. I only tried this last one, where I won €100 on a 400x rollover.

They only let me withdraw bonuses if I deposit and then win a bonus after depositing. And that the €100 from this bonus can never be withdrawn.

Não solicitei o saque dos 2 primeiros bónus. Apenas tentei deste último, onde ganhei 100€ num rollover de 400x.

Eles apenas deixam levantar os bonus se eu depositar e depois ganhar num bónus a seguir a depositar. E que esses 100€ deste bonus nunca poderão ser levantados.

I registered my account in August, I think.

Registei a minha conta neste mês de agosto creio eu.

They say they only pay for the bonus claimed and waggered after i make a deposit. And that free bonus that i won by wagering 400x, and won 100€ in the end that this free bonus cannot be withdraw.

This is wrong... i should be able to withdraw the 100€.

I have the money in the paradise8 account still, I am not touching it or betting it.

I really want to solve this so i can get the 100€ in my bank.

I guess all this rules is just the casino making excuses for players cannot withdraw their gains.

Can you help me please?

Thank you Menducas for all the information provided. I will now forward your complaint to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello Menducas,

I'm Michal, and I have taken over your complaint. I have reviewed your case, and just so you know, every casino can limit how often a player can request a free chip bonus. Furthermore, it is quite a standard that the casinos have rules that there is a real money deposit required between further free chip bonuses. The question remains if your winnings really come from the 3rd free chip you claimed or if there were any previous free chip bonuses. I will contact the casino to shed more light on this matter.

We would like to invite Paradise 8 Casino to join the conversation.

Dear Paradise 8 Casino,

Can you please provide clarification along with any supporting documentation regarding the player's ineligibility for the winnings associated with the free chip bonus, due to their claim of more than four free bonuses? If this information cannot be shared publicly please forward it to me at michal.k@casino.guru

Hi everyone,

We checked the email in our system and found the customer's account.

The account was created on August 5th, while claiming 7 free chips/spins since. As of now, the account does not have any balance on it. The customer never deposited as well in order to activate his account for withdrawals.

Please let us know in case there is anything else we can help with.

Paradise8 Support

Thank you for the clarification, Paradise 8 Casino team.

Dear Menducas,  

According to the information provided by the casino team, you have claimed seven free chips/spins without making a real money deposit. Consequently, you have not met the necessary conditions to withdraw any winnings associated with the bonus. I trust this explanation clarifies the matter. To prevent any future misunderstandings, I suggest carefully reviewing the terms and conditions of each bonus and adhering to them.  

Is there anything else you require assistance with, or may I consider this matter addressed/resolved?

Dear Menducas,

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.

Dear Menducas,

Although I believe the situation has been sufficiently explained we have not received a response from you at all. Unfortunately, we must reject your complaint as unjustified. We strongly recommend that you carefully review the bonus terms and conditions before activating any bonuses to ensure full compliance with the rules and avoid future disappointments.

We are sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards,

Michal

Casino Guru