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The problem is that I made an initial deposit of 40 BGN and started playing. As a new customer, I received a bonus of 50 BGN. After that, I reached an amount of 900 BGN, and my money was withdrawn from the site, leaving my wallet balance at 185 BGN. When I asked for an explanation of where my money had gone, an operator explained that it was withdrawn because I was given an initial bonus, and I had reached some limit. I want to file a complaint against this casino because, in my view, this is a scam. In no other casino are they allowed to take money from your wallet.

Проблемът е такъв че аз направих първоначален депозит от 40лв и почнах за играя и като нов клиент имах бонус 50лв . След което стигнах до сумата от 900лв и парите ми бяха изтеглени от сайта като наличност на портфейла ми остана 185лв . Когато потърсих обяснение къде са изчезнали парите ми операторка обясни че са изтеглени тъй като били ми дали първоначален бонус и съм достигнала някакъв лимит . Искам да подам жалба към това казино защото това за мен е измама . В никое друго казино нямат право да пипат парите от портфейла ти.

Dear Qnita89,

Thank you very much for submitting your complaint. I’m sorry to hear about the issues you're facing with your account balance at the online casino.

To better understand your situation and assist you effectively, could you please provide some additional details:

• When did you make your initial deposit of 40 BGN and receive the 50 BGN bonus?
• Could you clarify if there were any specific terms and conditions related to the bonus that you were aware of?
• Did the casino provide any detailed explanation or documentation regarding the "limit" you mentioned and how it affected your balance?

If you have any other relevant communication or additional screenshots, please forward them to petronela.k@casino.guru.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Hello all

We've investigated the case, and the bonus was counted correctly.

Here are the short terms for the bonus:

Min dep €15

Wager х40

Max bonus €1,000

Max Convert x3

Here is a link to the T&Cs of the bonus, it is clearly stated, that the max amount that can be converted is "x3" from the bonus received: https://verdecasino.com/en/rush-155-55

("Максималната сума за преобразуване за паричен бонус и безплатни завъртания след залагане е x3 от сумата на получения бонус."

The player received 186.00 BGN from the bonus received.

Kind regards

Thank you, Verde Casino Team, for your assistance and clarification.

Dear Qnita89,

The casino has explained why you received only 186.00 BGN. It is common for casinos to cap winnings from promotional offers, as stated in the bonus terms. Unfortunately, you are not entitled to additional winnings. If you prefer to withdraw all your winnings without limits in the future, I recommend activating bonuses without a maximum cashout or not activating bonuses at all.

I wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint.

Thank you for your understanding. 

Best regards,

Petronela

Casino.Guru