For over fire uger siden vandt jeg med succes $20.000, mens jeg spillede pokies online på Zodiac Casino. Processen med at hæve mine gevinster har dog været fyldt med forhindringer og udfordringer. I første omgang så det ud til, at tilbagetrækningen ville være en ligetil procedure. Jeg havde allerede bekræftet min identitet og indsat penge på onlineplatformen ved hjælp af både et Visa-kort og en Neteller-konto, hvilket var en foretrukken mulighed foreslået af webstedet. Men da det blev tid til at hæve, var ingen af disse indbetalingsmuligheder tilgængelige for udbetaling.
Derfor valgte jeg en bankoverførsel til min personlige bankkonto og fulgte de nødvendige trin for at bekræfte denne konto ved at levere den ønskede dokumentation. Jeg troede, at alt var i orden, og tilbagetrækningen ville forløbe glat. Til min skuffelse modtog jeg dage senere en e-mail om, at de kontooplysninger, jeg havde angivet, var indtastet forkert på min side, hvilket resulterede i, at de ikke kunne behandle min tilbagetrækning. Som svar genindsendte jeg omgående detaljerne og informerede dem om, at suffikset af en eller anden grund var blevet slettet, og at det var indtastet i min oprindelige indsendelse. Jeg genindsendte kontoen igen som min foretrukne udbetalingsmulighed.
Så dukkede endnu en uventet forhindring op. Jeg modtog en e-mail med anmodning om kontoudtog fra både min personlige bankkonto og Neteller-konto. Selvom jeg fandt denne anmodning noget usædvanlig, efterkom jeg for at fremskynde processen. Men som du måske havde forventet, informerede de mig endnu en gang om, at de ikke var i stand til at overføre pengene til min konto. Frustrerende nok var det først efter at jeg informerede dem om, at min bankkonto nu var beskyttet af en aktivitetsalarm, at de afslørede den sande årsag til at tilbageholde betaling: De indbetalinger, jeg lavede fra min Neteller-konto, stemte ikke overens med transaktionshistorikken på deres platform.
Derfor nægtede de at frigive midlerne og opfordrede mig i stedet til at bruge gevinsterne ved at spille flere spil og genindsætte midlerne tilbage til min spillerkonto.
Siden den 10., og fordi jeg ikke fik noget sted, indsatte jeg en del af gevinsten tilbage på kontoen i etaper, i alt $10.000, og tabte det beløb, som jeg havde forventet.
Jeg modtog derefter et tilbud på 25 gratis spins, og uden penge at spille på min konto brugte jeg det med glæde. Da det var blevet brugt op, og med kun 10 øre tilbage på kontoen, stoppede jeg med at spille. Jeg besluttede så at overføre de $10.000 på min udbetalingskonto til min spillerkonto og prøve at trække de nyligt indbetalte penge tilbage i mindre beløb, f.eks. 2.500, $4.000 osv. Men da jeg gik for at gøre dette, blev jeg mødt af en pop op-besked at sige, at opfyldte minimumskravet til gennemspilning. Det nye depositum kan bestemt ikke holdes af denne grund. Det er penge, der ikke havde noget at gøre med de 25 gratis spil på noget tidspunkt.
Jeg blev derefter tilbudt 25 gratis spins, som jeg accepterede, da jeg ikke ønskede at bruge flere af gevinsterne og beholdt dem på min udbetalingskonto. De gratis spins blev ikke til noget, hvilket efterlod mig med 10c på min spillerkonto. Mindre end hvad jeg startede med før de gratis spins. For at flytte min tilbagetrækningsproces fremad igen brugte jeg spillevilkårene som referencepunkt. Jeg besluttede at hæve gevinsterne gennem flere udbetalinger i stedet for den ene, jeg havde prøvet tidligere. Jeg indsætter derefter gevinsterne som nye midler på din spillerkonto, efter at bonusmidlerne er blevet brugt. Zodiac Casino holdt så den nye indbetaling og sagde, at jeg ikke har opfyldt minimumskravet til gennemspilning? Så pengene kan ikke hæves? I stedet for det ene engangsbeløb og som anbefalet af deres egne vilkår og betingelser, forsøgte jeg at forenkle processen med at få mine penge ud ved at lave mindre udbetalinger, over 3-4 transaktioner. For at gøre dette var jeg nødt til at indsætte mine penge på min spillerkonto og derefter begynde udbetalingsprocessen igen. Men efter indbetalingen, og jeg gik for at gøre det første udbetalingsforsøg, dukkede denne besked op. Nu forstår jeg bonusminimumskravet til gennemspilning, men hvad jeg ikke får er, hvordan kan de opbevare nye penge, der er indsat i efterhånden. Det blev trukket tilbage, før tilbuddet om bonusmidler blev taget op for 2 dage siden og derefter brugt som nye penge som en indbetaling. Det er ret lavt fra ethvert synspunkt.
Jeg har uploadet kommunikationen med dem til din reference. Dette inkluderer beviserne fra bankerne mv.
Over four weeks ago, I successfully won $20,000 while playing pokies online at Zodiac Casino. However, the process of withdrawing my winnings has been riddled with obstacles and challenges. Initially, it appeared that the withdrawal would be a straightforward procedure. I had already verified my identity and deposited funds into the online platform using both a Visa card and a Neteller account, which was a preferred option suggested by the site. However, when it came time to withdraw, neither of these deposit options were available for withdrawal.
Consequently, I opted for a bank transfer to my personal bank account and followed the necessary steps to verify this account by providing the requested documentation. I believed that everything was in order and the withdrawal would proceed smoothly. To my disappointment, days later, I received an email stating that the account details I had provided were entered incorrectly on my end, resulting in their inability to process my withdrawal. In response, I promptly resubmitted the details informing them that for some reason the suffix section had been deleted and that it was entered in my original submission. I resubmitted the account again as my preferred withdrawal option.
Then, another unexpected hurdle emerged. I received an email requesting statements from both my personal bank account and Neteller account. Although I found this request somewhat unusual, I complied in order to expedite the process. However, as you might have anticipated, they once again informed me that they were unable to transfer the funds to my account. Frustratingly, it was only after I informed them that my bank account was now protected by an activity alert that they revealed the true reason for withholding payment: the deposits I made from my Neteller account did not align with the transaction history on their platform.
Consequently, they refused to release the funds and instead urged me to utilize the winnings by playing more games and redepositing the funds back into my players account.
Since the 10th, and because I was getting no where I deposited a portion of the winnings back into the account in stages, totalling $10,000, losing the amount as I expected I would.
I then received a 25 free spins offer, and with no money to play in my account I happily used it. Once that had been used up and with only 10 cents left in the account I stopped playing. I then decided to transfer the $10,000 in my withdrawal account into my players account and try and then re-withdraw those newly deposited funds in smaller amounts e.g 2,500, $4,000 etc. However when I went to do this I was met by a pop up message saying that met the minimum play through requirement. Surely the new deposit cannot be held for this reason. It is money that had nothing to do with the 25 free games at anytime.
I then was offered 25 free spins for which I accepted as I did not want to use any more of the winnings and kept them in my withdrawal account. The free spins did not amount to anything, leaving me with 10c in my players account. Less than what I started with prior to the free spins. To move my withdrawal process ahead again I used the terms of play as a reference point. I decided to withdrawal the winnings through multiple withdrawals rather than the one off I had tried previously. I then deposit the winnings as new funds in to your players account after the bonus funds were utilised. Zodiac Casino then held that new deposit stating that I haven’t met the minimum play through requirement? So the money cannot be withdrawn? Rather than the one lump sum and as recommended by their own terms and conditions I tried to simplify the process of getting my money out by doing smaller withdrawals, over 3-4 transactions. To do this I needed to deposit my money into my players account and then begin the withdrawal process again. However once deposited and I went to make the first withdrawal attempt that message popped up. Now I understand the bonus minimum play through requirement, but what I don’t get is how can they hold new money that is deposited in after the fact. It was withdrawn before the bonus funds offer was take up 2-days ago and then used as new money as a deposit. That’s fairly low from any stand point.
I have uploaded the communication with them for your reference. This includes the proof from the banks etc.
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