FECHADO: Reclamação sobre o Eclipse Casino

i had a free welcome bonus from them, i wagered it all and they refused to cash me out with the 50 the bonus had as maximum cashout, as simple as that... they said i should have deposited 25 and then minimum cashout would be 150, yes, 150... very nice 

Hi apaveee,

Yes, it is stated in their T&C that you need to make a deposit in order to withdraw the winnings from no deposit bonus. Please read this sentence from the bonus terms:

3.1.9. Additional terms and conditions of the No Deposit Bonuses:
Upon requesting for the withdrawal of the winnings, the player shall place at least one deposit to verify the account in the system. The list of documents listed in p. 8 (Withdrawal Procedure at Eclipse online casino) shall be provided prior to requesting for the withdrawal. The min amount of the withdrawal starts with $150; following up on that, the player will be required to place a deposit, equal to the difference between min withdrawal amount and max cashout won from the No Deposit Bonus (unless otherwise stated). The amount of the placed deposit shall be additionally subject to bets in the face amount of the deposit done prior to requesting for the cashout.

A very strange rule. Typically, the casino provider Rival limit the maximum amount that can be deduced and not the minimum.

you can write any rules you want but they can still be unfair, like this one... why should i deposit in a casino which just refused to cash me out? Why should i trust them now? 

Absolutely every casino with the provider Rival needs to make a deposit to verify the account.

That's why you need to read the terms carefully before playing at any casino, then you can decide whether you want to play there or don't.That's the safest and the best option I can recommend. If it is stated in the t&c that players need to make a deposit in order to verify their account or make a withdrawal then nobody can help you. You need to do it if you want to cash out your winnings. As far as I understand from your first post, they asked you to make a deposit of 25$ in order to withdraw the money, right? 

exactly, and i repeat myself, a rule when it's unfair keep being unfair even if is written in the terms, that's why i didn't have to imagine to found it after my wagering... 

So, you aren't going to withdraw your money? 

That is exactly what i'd like to do... but i don't know if i am ready to deposit 25 to have 50 back, even because i think i should wager my deposit and then withdraw at least 150... if they accept a better solution i wish i could cashout of course...this is why i reported here this issue...

I'm not sure you can negotiate it because the rule is that you need to make a deposit so you are able to cash out your winnings. We can get in touch with the casino rep if you provide me with your username, but I think I'd say the same as the support already told you.  

apaveee

Dear Apavee, First of all please accept my apology for the inconvenience and the misunderstanding that took place. But in this case customer support is acting in accordance with the Casinos T&C. Please note that in order to withdraw, you need to deposit the difference between the max cashout of the bonus and the minimum withdrawal at the casino. We have taken your case into consideration and will review our T&C in future. Kind regards, Kim

So i should deposit 100 to cashout 50? 

Is this true? 

more, in that case i will have to wager those 100? 

i mean, how can you ask to someone to deposit 100 euros after that you just refused to cashout the 50's he won? 

Hi apaveee,

The casino rep says they are going to take your case into consideration and review their terms. In the meantime, you need to follow their terms in order to cashout your winnings. 

There's nothing further we can do for you, you need to make a minimum deposit of $25 as the casino support already told you. Please let us know once you get your money so we can close this topic.

Thanks

ok, thank you very much 

well, i don't understand how come you considered this case as solved, they kept asking a deposit to me in order to cashout, which i still thin it's like asking for a trust that they actually didn't deserve until now... however... they didn't say to me, i even if i asked that here, when they would cashout after my deposit (is that immediate? otherwise it would be like asking a lot of trust from me) and if i will have to wager again my deposit and my winning as they said at the first time... we're from solving this i am afraid 

waiting for the guys from eclips to reply i just would appreciate if the topic could stay on and not as "solved" as long as it is not... if that is possible of course 

Dear Mellissa, hoping you are doing great, i am here back again just to tell you that i haven't received anything from eclipse yet and i wish this topic would not said as "resolved" because it's not 

I keep saying and triyng to make you understand how complicated it is to ask me to deposit money to cashout my winning because it's not easy to trust a casino who refuse to cashout and then ask for a deposit and doesn't answer for so many days... help me out if you can, and please try to understand me 

Hi apaveee,

Did you request your withdrawal and make your deposit? These are the rules so you can cashout your winnings. 

How can i deposit if they didn't answer about me having to wager the deposit and the winning again as they said at first ? 

Your case has been opened again. The casino rep explained everything in his post, the support already did the same, there are bonus t&c. We helped you to get more info about what you need to do in order to cashout your winnings. I'm not sure how we can help you with this anymore, but we opened this case again as per your request. 

thank you very much, maybe they will answer about wagering and time of waiting for cashout and it will be resolved for real 

thank you