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Casino Astral - Cancelled a winning


Found for the Casino - While we do not like the term being enforced here, it is written in plain English and easily understood.

Read our Casino Astral Review.

Player's Complaint

Hi, The pogg. Circumstances of this case are thus as follows. I made a deposit of 200 euros. I received a bonus and won a large amount of 14,516 euros. According to terms, I can get my winnings in parts of 3000 euros a month. That 's the condition I read in the bonus terms, I agree with it.

I wanted to withdraw 3,000 euros, but the casino only sent me 1,000 euros. The rest of the win was completely cancelled.

When I asked what was going on, the casino sent me a link to bonus terms and conditions. I also received the rule, "If a player 's expended deposit amount does not exceed €500, player will be entitled only up to 5X the last deposit."

The bonus rules to which casino link do not specify that I can only get Х5 from the deposit. When I registered, I read these rules attentively. I think casino have a duty to notify the players before the game starts.

As a customer, I’m limited in my ability to read through and comprehend every possible term and condition or the rules set by the casino. I am not a lawyer and EU law does not expect me to do so. Nevertheless, I do read everything in the promo, and on the main page, carefully. In this case I’ve seen nothing that could indicate that I would only get Х5 from my deposit.

In any case such limitations are not decisive. When it comes to arguments between private customers and organizations, contractual terms not made known to the consumer, are not considered, due to the dominant position of the company. This is among the general principles of law jurisprudence, followed by the EU law, including Netherlands and Antilles territories.

In addition, terms state that "Any requests exceeding this amount will be declined, and the funds will be returned to your Account balance."

I think the casinos are obliged to return my funds to the account. I 'll use those funds later.

Read the casino review

1 Responses

User icon
September 7, 2019

Hi superwoman - welcome to!

When you registered an account with Casino Astral you agreed to the term of use of the operator. The Casino Astral terms and conditions contain the following:

"13.6. If a player's accumulated deposit amount does not exceed €500, player will be entitled only up to X5 last deposit. This maximum payout will be enforced also in cases where the player made additional deposits which were deemed at the sole discretion of the Casino to have been made in order to exceed the €500 accumulated deposit amount."

This term is written in plain English and easily understood. You do not require legal qualification to be expected to interpret its intent.

As such, if you have not deposited more than €500 your maximum allowed withdrawal would be 5x your last deposit.

Sorry we cannot be of more help.


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Superwoman consented for ThePOGG to act on their behalf and share the personal information that they provide to ThePOGG with the following agencies for the purposes of resolving their complaint:

  • Casino Astral
  • Curacao eGaming
  • Game Tech Group N.V.

September 7, 2019

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