24VIP Casino - Player’s winnings have been reduced.

I completed the applications for the non-deposit bonus, had a value greater than 70 euros but as I could only earn 50 euros I was left with 50 euros in the account. Then I made a deposit in btc of 25 euros. I was betting on slots and roulette until i reached the balance of 125 euros. When I asked to withdraw the money they said i only had 75 euros in the account. the argument i was told was that the bonus value could never exceed 50 euros, but once the requirements have been met the amount gained becomes real money. The situation is this, if you can help me grateful.

Thanks Jorge Oliveira

Dear Yanki2000,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the general bonus terms and conditions, and this is what I found https://24vipcasino.com/promotions-terms:

"No-Deposit Welcome Bonuses in the amount of $39 or less carry a maximum withdrawal of $50. Bonuses in amounts of $40 and higher have a maximum withdrawal of $75 except where explicitly stated otherwise."

As soon as the wagering requirements have been completed your winnings became withdrawable. They don’t turn into real money, au contraire, they still carry maximum cash out of $50. For future references, my advice would be to withdraw your No Deposit winnings as soon as they become withdrawable and do not accumulate any more winnings with deposited funds. This deposit is only for your payment method to be verified and for you to withdraw your No Deposit winnings.  

I would like to emphasize, that according to our Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#win-limits, we consider imposed win limit to be unfair and predator, only when it’s applied to a real money game, however, we accept bonus T&Cs that restrict the maximum cash out from a bonus play, especially when it comes to No Deposit bonuses.

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

Best regards,

Petronela

Good afternoon. Thanks for the answer.

I see that I don't have much of an alternative.

I will have to deposit an additional 25 euros as the minimum to be able to withdraw is 100 euros. I was afraid to make another deposit, because I didn't trust the casino.

Thanks again.

I wish I was more of a help. Please keep me informed about any developments. Thank you very much.

I made the deposit yesterday and asked for the withdrawal. I will wait maybe a week. I had already sent proof of identity and signed the forms that ask that it was also very time-consuming, those forms that I asked for also found them very strange.

As I said, I wait for the survey now and I will inform you when everything is fine.

But I don't like this casino.

Thanks

Thank you so much, Yanki2000. I will check back with you next Monday.

Hello Yanki2000,

Have there been any developments since our last conversation?

Good Morning.

Continuous waiting for the survey.

They sent an email that would be on the 23rd.

Do I understand correctly that the payment should be processed today?

Yes but I'm still waiting ...

Thank you very much, Yanki2000, for providing all the necessary information. I will now transfer your complaint to my colleague Viliam who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Good morning the deposit was made today.

Thanks

Hello Yanki2000,

I looked at your complaint and will do my best to help you. I would like to invite 24VIP Casino into this conversation. Casino, could you bring some light to this situation?

Good Morning. The matter is resolved. It will not be necessary.

They sent the amount and it's already in my account today.

Thanks.

Dear Yanki2000,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help, but I hope you won’t come across a problem like this again.

Best regards,

Viliam Casino.Guru