Apollo Slots Casino - Player lost her bonus winnings due to violation of Bonus T&Cs.

I used a sign up bonus. The rules said something like R16000 playthrough. I did that. Then i want to withdraw. Two days! Two days zero response from customer service. When they finally reply the tell me i can't withdraw I've violated their terms by playing a bonus without depositing! I was spammed repeatedly to sign up. I used one sign up bonus. HORIFFIC CUSTOMER SERVICE and just randomly accused of VIOLATIONS that aren't true.  I would have no problem making a deposit if thats the requirement to withdraw. But their attitude and lack of service, no way. Stay away. I played Thunderbolt before and zero problems, instant customer service, fast withdrawal. Ill go back to Thunderbolt 

Dear Yolanda,

Thank you for contacting Casino Guru. I'm sorry to hear that you've been having difficulties with receiving your winnings. Let me ask you few questions to fully understand the problem. If I understand you correctly you played with the R200 sign-up bonus, right? I looked at the Bonus Terms and clearly a deposit is required before you cash out:

"- Players that have not made a real money deposit do not qualify for a cash out/withdrawal. Their casino account balance is not cashable and will be voided from the account."

Please note there is also a max cash out condition of R400:

"- Max cash out from a free coupon (no purchase required) is limited to double the amount of the bonus (i.e. from R100 free max cashout is limited to R200, from R200 - limited to R400, etc.) Any amount over and above this amount is not cashable and will be voided from the account."

I can understand that these bonus terms can be very frustrating, but I also recommend you to always read the Bonus Terms and Conditions properly before you start to play with a bonus. Did you eventually receive the R400?

Best regards,

Peter

Hello Yolanda,

Please, be aware that in case you fail to provide us with specific information in the given time frame, we will reject your complaint.

Best regards, 

Peter

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.