Astralbet Casino - Выигрыш игрока был отменен.

Over many days I made several deposits because I first had to implement the turnover of 3600 €. Finally, I made a deposit of € 30 with a Pay Safe card.

After about 60 minutes I had a profit of € 400. I played the game Fruit love.

I have requested payment to my Skrill account and after almost 40 hours I see in my account that the payment has been canceled. When I asked the live chat about the current state of affairs, the customer service was not ready to answer and was told to contact payments@astralbet.com.

I have already written an email because I have not received an answer, I sent the email once in German and once in English.

The canceled payment is no longer visible in my account. My profit of € 400 has disappeared from the ground.

I have not yet received an answer.

In my eyes this is clearly fraud!

Über viele Tage hinweg habe ich mehrere Einzahlung geleistet da ich den Umsatz von 3600 € erst mal umsetzen musste. Zum Schluss habe ich eine Einzahlung von 30 € mit einer Pay Safe Karte geleistet.

Nach circa 60 Minuten hatte ich einen Gewinn von 400 €. Ich habe das Spiel Fruit love gespielt.

Ich habe die Auszahlung auf mein Skrill Konto beantragt.Nach knapp 40 Stunden sehe ich in meinem Konto dass die Auszahlung abgebrochen wurde. Als ich mich über den Live Chat über den Stand der Dinge erkundigen wollte war der Kundenservice nicht bereit eine Antwort zu geben.Man sagte mir ich sollte mich an die E-Mail-Adresse payments@astralbet.com wenden.

Eine E-Mail habe ich bereits geschrieben da ich keine Antwort bekommen habe habe ich die E-Mail einmal in der deutschen Sprache und einmal in der englischen Sprache gesendet.

Die abgebrochene Auszahlung ist in meinem Konto jetzt nicht mehr zu sehen Mein Gewinn von 400 € ist wie vom Erdboden verschwunden.

eine Antwort habe ich bis jetzt nicht erhalten.

In meinen Augen ist das ganz klar Betrug!!

Dear Jürgen-Bernhard,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise if you have accumulated your winnings with or without active bonus? If you have redeemed any promotional offer, when depositing, please forward its name or specific link as I’d like to check promotional terms and conditions. If there’s any relevant communication, please forward it to my email address 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

I deposited with a Pay Safe card of € 30 and had 25 free spins.

I made a total profit of 4.30 euros from the free spins.

My account balance was around 8 euros when I achieved a big win (72 €) with a stake of 1.20 euros, at the end I had 402.22 €. I then made a payment of € 400. A few hours later I received an email asking me to confirm my address and where I live. I then uploaded a service charge statement and a registration certificate. I did not receive an answer from Astralbet afterwards.

Best wishes

Jürgen-B. ***

Ich habe mit einer Pay Safe Karte von 30 € eingezahlt und hatte 25 Freispiele.

Aus den Freispielen erzielte ich einen Gesamtgewinn von 4,30 Euro.

Mein Kontostand lag bei 8 Euro ungefähr als ich einen Big Win (72€)mit dem Einsatz von 1,20 Euro erzielte.Zum Schluss hatte ich 402,22 €. Ich habe dann eine Auszahlung von 400 € getätigt. Einige Stunden später habe ich dann eine E-Mail erhalten dass ich meine Adresse und meinen Wohnsitz bestätigen soll. Ich habe darauf hin eine Nebenkostenabrechnung und eine Meldebescheinigung hochgeladen. Ich habe danach keine Antwort mehr von Astralbet erhalten.

Viele Grüße

Jürgen-B. ***

Dear Jürgen-Bernhard,

Thank you very much for your reply.

I have checked bonus terms and conditions, and this is what I found https://www.astralbet.com/en/promotions:

-         „The Free spins winnings need to be wagered 35x (thirty-five times)"

Could you please confirm that you have completed wagering of the Free Spins winnings €4,30 x 35 = €150,50)?

-         "The maximum bet allowed when playing with any type of bonus still active in your account should be less than 20% of the value of the bonus credited and should not exceed €/$8 per single bet"

If you have deposited €30, then your maximum allowed bet shouldn’t be greater than €1,05. You admitted that you’ve been betting €1,20, which would be considered as breaching bonus terms.

-         "We reserve the right to void any winnings generated should you play on any 0% contribution games before fulfilling the Playthrough Requirements"

Have you played any of these games?

Please let us know if this advice was helpful and explanation satisfactory. Thank you in advance.

Dear Jürgen-Bernhard,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your 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 a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.