The player from Australia had received only a part of her winnings, $615 out of $2500, from the casino. The casino had attributed the discrepancy to loyalty bonus conditions, but the player insisted she had fulfilled the necessary wagering requirements. Upon investigation, we found that the casino in question was a VIP room, not a typical online casino, and lacked accessible information about its owner or service provider. This made it impossible for us to mediate as we couldn't establish contact with the casino. Moreover, the casino's right to set maximum withdrawal limits for their bonuses was acknowledged. Consequently, we had to reject the complaint due to these limitations.
A Big Candy Casino - Player hasn't received the entire loyalty bonus winnings.
Amount: A$1,860
A Big Candy Casino
Safety Index:Below averageSafety Index
Casinos with a Below average Safety Index usually have an unfavorable ratio of their number of visitors to relevant complaints submitted by players. It means that this casino has probably treated some players unfairly in the past.
Case closed
Our verdict
Other
REJECTED
Case summary
7 months ago
Public
Public
7 months ago
hi Basically they still owe me $1840 They paid me $615 All up, I won $2500 But they’re saying that it was loyalty, loyalty bonus that I want it on, but I played through the amount they said I had to play through. I looked at my account And it said available, $2500 so I submitted the withdrawal, and all they gave me was the 615 I still owed 1860 I spent a lot Money in the casino at least they should pay me
kind regards
Debbie s***
Public
Public
7 months ago
Dear debbiestone27,
Thank you very much for submitting your complaint. I’m very sorry to hear about your problem. Please understand that each casino has its own bonus and loyalty program policy and there is not much we can do about it. Casinos try to design their bonuses to be as attractive as possible, and setting a maximum cashout limit for bonus winnings is very common.
Nonetheless, feel free to forward me the communication between you and the casino together with any supporting evidence you have to kristina.s@casino.guru and I'll see if there is something we can do.
Thank you in advance for your reply.
Best regards,
Kristina
Public
Public
7 months ago
Thank you for your reply, debbiestone27. I sincerely apologize, but according to your screenshots you are experiencing issues with a VIP room which is not a typical casino. Due to the lack of information regarding the owner or service provider of this casino, we regretfully have to decline your submitted complaint, as we are unable to establish contact with the casino. Given that new players cannot register independently and can only enter through invitations, obtaining additional contacts for mediation would be challenging, if not impossible.
Furthermore, any casino can set maximum withdrawal limits for their bonuses and we cannot influence this, nor are we in a position to penalize them for it. Since our options to check the VIP room website are non existent, we are not able to assist you further.
Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
