African Grand Casino - Player’s free bonus winnings have been reduced.

Good day,

I received a no deposit bonus of R300 or R350 can't remember now correctly the amount. When redeeming the coupon I was informed that I need to wager a total of R10500-00. I have played on African Grand Casino and managed to reached that wager amount and a total of R500 was left and I forfeit the rest of the funds and was left with R500 to either to continue to play or to withdraw. I decided to play further and managed to reached a win of R3000 plus I decided to withdraw the R3000 but was not able to request a withdrawal of R3000 but a R2500 withdrawal which are the maximum weekly payout. I did not mind to request the R2500 payout withdraw and decided to continue to play with the rest of the funds I could not managed to withdraw as I was happy to received a amount of R2500 to withdraw. When I checked my status on the pending payout page I notice on the withdrawal request page only a R500 withdraw request have been submitted so I decided to check the processing withdrawal page and notice that the R2500 withdrawal are not listed on the processing withdrawal page only print that's it so then I decided to check on the canceled/ Rejected page which at first I thought it could not be listed on the canceled/ rejected page and it might show nothing like the processing withdrawal page. At my surprise I saw the R2500 withdrawal are listed on the canceled/Rejected withdrawal page and when I had a look why the R2500 payout withdrawal was listed on the canceled/Rejected withdrawal page when I looked closer to why its on the this page I learned quickly that it was rejected without any reason why it have been rejected whatsoever the case maybe. So I started to question my self the R2500 withdrawal was cut witch I can get at least R500 and later I can request the other remaining R2000 over a period. I then released the R2000 is not in my account to continue to play only the R500 shows in my account which African Grand Casino re-requested to withdraw which I can receive. And something just told me it can't be right I played long and hard I managed to complete the R10500 wager received R500 had a choice to withdraw the R500 or to continue to play I decided to play further win fare and square just over R3000 decided to make a R3000 withdrawal which then stated a notification in white letters red background in a square box maximum weekly withdraw are set to R2500 I decided to withdraw the R2500 and continued to play I legally win that amount and withdrawn now its rejected R2000 are Missing and only R500 left. So I decided to check the Account history which you will find below chose a date 20 November 2020 till 11 December 2020 to view 30 days account transaction history which show my no deposit bonus till my withdrawal. The Coupon withdrawal. Was deducted The R2500 withdrawal was deducted and then rejected then a R500 withdrawal was deducted and pending then what shocked me and why I'm upset a total amount of R2000-79 withdrawal where requested and then approved the request was made by Manager Withdrawal Request and then Approved! On the status shows rejected and only R500 are requested on account history R2000-79 are requested and approved. When I wanted to contact customer care the option don't allow me to speak to someone and page are blank. So I emailed customer care. With a complaint. I want to know why a manager requested R2000-79 and got approval instantly and I only have a R500 request pending approval no instant approval. Why was the R2500 rejected in the first place and why a manager can withdraw R2000-79 of my winnings my money I legally and ligit have won. Nothing stated in the african grand casino t&c a manager get to get 80% of your winning money and you only 20% payout withdrawal and maybe you lucky they then they will approve it for you or maybe you unlucky and get rejected. I want my winnings. I'm not sure now if it will be me that's being paid out the approved withdrawal request of R2000-79 or the manager. I feel honestly that if I do not get the R2500 withdrawal payout in full and its not reflected in my account that Im thinking of that i want to go and open a case at the South African Police Department and to see a lawyer as I then see it now that I was misleaded with false advertising and im also now afraid to forward my latest proof of address and I'd document and a picture of my bank card as I feel I have been taken for granted and I'm busy fallen pray to a scam or fraud I also feel the same of open a theft case due to R2000-79 of my winnings are withdraw by a manager and approved due to no communication from African Grand Casino via email or proof of payment that the R2000-79 are or have been paid into my account I honestly feel like all the screen grabs I took from the 1st day since I registered to print out and go see a lawyer and take African Grand Casino to court due to misleading there customers with false information they provide there customers.

Dear FRANCOIS,

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://africangrand.com/terms-and-conditions/:

"Any free money given without requiring a deposit e.g. a No-Deposit Coupon, Rebate Bonuses, Loyalty bonus, VIP bonus, No Deposit Required Free Spins, Free Spins that are given on top of a Deposit Match Bonus offer, Competition and Tournament bonus prizes, birthday bonus etc.carry a wagering requirement of at least 45 X wagering with a maximum cash-out amount of R100 unless otherwise mentioned."

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. Could you please advise if you have deposited any funds into your account or your winnings were accumulated purely from No Deposit bonus?

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.

Looking forward to hearing from you.

Best regards,

Petronela 

Dear FRANCOIS,

We are extending the timer by 10 days. Please, do not hesitate to contact us if you need any assistance or help, otherwise, 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 further investigation or suggest possible solutions.

The player can reopen this complaint anytime.