Avantgarde Casino - Player’s bonus winnings have been reduced.

I should have known from the beginning when I tried to deposit multiple times with different cards and it kept not going through and they wanted Bitcoin only that was the first thing second thing is when I did deposit they gave me a bad ass bonus right times 400 so I started out with a lot and then I find out I get up till like 600 and then I go down to 450 and try to cash out well they say I need to be approved by verification I send them a letter like six working days later they're like oh you didn't do this part you're not approved yet so I send it get approved have to wait I waited a total of 24 working days like I started my cash out on May 4th and I just got it yesterday and on top of it I didn't even get the 450 doesn't say anything about only times 10 and they take your bonus out of your winnings so I deposited 25 times 10 is 250 cool my bonus was $150 and it's 100 minimum to cash out so I barely got anything they didn't tell me I wasn't going to get anything I waited 24 working days I could not get them on the phone I could not get them through email I sent over 100 plus emails I have had the worst experience and on top of it it's my birthday today so I don't understand what is wrong with these people they didn't even tell me that I couldn't even cash out the $450 like I totally would have reversed it kept it on my game and just taken out the 250 right so I would have some stuff to play with no they don't tell you and then they reversed it and only took out $150 but they don't tell you anything customer service is no help

Dear feliciashadid,

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 (here):

4.1. All and any free bonuses and deposit bonuses cannot be withdrawn from the Casino, and are meant to enhance game time only. Upon withdrawal, the bonus amounts will be deducted by the Casino before the withdrawal is sent.

4.11. A bonus equal to or greater than 200% that has been claimed with any deposit, will be subject to a max cashout of 10x the deposit amount.

I would like to emphasize, that according to our Fair Gambling Codex, we consider imposed win limit to be unfair and predatory, 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.

Could you please confirm that you received your winnings of $150?

Thank you in advance for your reply and understanding.

Best regards,

Petronela

Dear feliciashadid,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.