AHTI Games Casino DE - Игрок пытается вывести свой выигрыш.

I made a deposit at Ahtigames, 10 euros plus 50 FREE SPINS on Crystal Ball. The 10 euros were credited to me but the free spins were not. The next day I described the problem to the support via email and the next day the 50 FREE SPINS were on my account, I won 8.57 euros from the free spins. From this money I made a maximum of about 4800 euros. I paid out 4300 euros for the first time, they were being processed. I turned it around yesterday, gambled away part of it and paid out 3500 euros. I haven't gotten the amount credited to my account yet, the funny thing is I can't even find the payment I've requested

Ich habe bei Ahtigames eingezahlt, 10euro dazu 50FREISPIELE bei Crystal Ball. Die 10euro wurden mir gutgeschrieben aber die Freispiele nicht. Am nächsten Tag schilderte ich dem Support viaemail das Problem und am nächsten Tag waren die 50FREISPIELE auf meinem Konto, aus den Freispielen habe ich 8.57euro gewonnen. Aus diesem Geld machte ich einen Höchstbetrag von 4800euro ungefähr. Ich zahlte erstmals 4300euro aus, die waren in Bearbeitung. Ich kehrte es gestern um hab einen Teil verspielt und 3500euro habe ich ausgezahlt. Den Betrag hab ich bis jetzt noch nicht gutgeschrieben bekommen das komische ist ich finde noch nicht mal die Auszahlung die ich beantragt habe

Dear nofskin1585,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please specify which exact bonus you redeemed when placing your last deposit of €10? Do I understand correctly that the deposit was played down and subsequently you accumulated all your winnings from 50 Free Spins? I have checked the general promotional rules, and this is what I found (here):

"Bonus Policy

Version number 1.28, last updated on 29/07/2022

AHTIGames Bonus Policy

This Bonus Policy forms an integral part of the applicable Terms of Service and therefore comes into effect at the same time as the Terms of Service. All general provisions of the Terms of Service also apply to the Bonus Policy unless specifically excluded.

...

If you receive free money (no deposit bonus, referral bonus/registration bonus, etc.) or free spins winnings, the resulting maximum win or amount you can withdraw is €100 or twice the bonus amount, unless otherwise stated. The higher of the two amounts applies. Winnings in excess of the applicable amount, including subsequent winnings using that money (even after any deposit), will be deducted from your account. In addition, winnings generated in connection with a free bonus can only be withdrawn once the minimum wagering requirements have been met."

If your winnings were accumulated from Free Spins solely, you would be entitled to a maximum cashout of €100 only. Have you tried requesting this amount, please?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

So I deposited 10 euros which gave me 50 FREE SPINS for Crystal Ball. However, the free spins were only credited to me 2 days later. I won 8.57 euros and ultimately wanted to pay out 3600 euros. The money was in the transaction list for processing withdrawal for 2 days. They paid me 250 euros and canceled the rest and took all the money that was still in the account. I get no reply to my messages

Also ich habe 10euro eingezahlt womit ich 50FREISPIELE für Crystal Ball bekam. Mir wurden aber die Freispiele 2Tage später erst gutgeschrieben. Ich hab 8.57euro gewonnen und daraus habe ich 3600euro letztendlich auszahlen wollen. Das Geld war 2Tage im der Transaktionsliste für bearbeitende Auszahlung. Sie haben mir 250euro ausgezahlt und den Rest storniert und das Geld was noch aufm Konto war komplett eingezogen. Ich bekomme keine Antwort auf meine Nachrichten

Thank you, nofskin1585, for the clarification. Could you please forward screenshots of your cashier and bonus histories to petronela.k@casino.guru?

Thank you, nofskin1585, for the forwarded screenshots. Could you please specify which exact bonus you have redeemed and played?

https://www.ahtigames.de/aktionen/

Dear nofskin1585,

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.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.