bCasino - Player's struggling to withdraw his winnings.

Hi. I dont understand this can you please help. I deposit for a no wager fs bonus. The winning from my spins are added to bonus funds. The spins have no wagering requirements. Because i cannot wager the bonus funds. At the end they say that winning from the spins is limited to a R1500 withdraw. But i cannot withdraw my winningss from the bonus spins because they are added to my bonus funds which are forfeited once i withdraw. Therefore the funds i with draw are actually not winnings from the bonus spins but infact winnings from my deposit funds. I have not yet contracted bcasino. I complete my bonus spins no wager and won R34. I started playing a different game and won R3000. Now i withdraw 1500. Because thats the limit. And play a bit left now with 1000. In account how can i withdraw this

Dear 2darryn2,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise which bonus you activated? If possible, please post here a link to the bonus you redeemed.

Moreover, do I understand correctly that the bonus funds are "stuck" in the bonus balance, therefore you cannot request a withdrawal?

Lastly, if you have not contacted the casino yet, please, do so as soon as possible.

Thank you very much in advance for your reply.

Best regards,

Kristina

What i understand from this no wager fs bonus t&c. That any winnings from the fs are actually unable to be withdrawn. Please help me understand. How can this be a no wager fs bonus if the funds are added to bonus funds. But bonus funds are forfeited once a withfmdraw is made

https://www.bcasino.com/en/promotions/min-deposit-zwfs?offerId=min-deposit-zwfs&spMailingID=72431582&spUserID=NTkzNTIxMDU1MjY0S0&spJobID=2262659073&spReportId=MjI2MjY1OTA3MwS2#depositDialog

Here is the link.

The winnings from this no wager bonus are added to my bonus funds. Now in the terms and conditions they mention bonus funds cannot be withdrawn and will be forefeit once a withdraw is made.

But this is what i dont understand. When the winnings are added to bonus funds and cannot be withdrawn. How is this possible to be a zero wager bonus when the winnings are not withdrawable.

If i win R500. Which is in bonus funds now i must play with my funds that i have deposited first once my funds are depleted the bonus funds get used. Even if my bonus funds have R50 left and i win the winnings first replenishes the bonus funds. Once the bonus funds are full then whats left over goes to withdrawable funds. I just find this promotions are advertised incorrectly. And when they say zero wager they mean the funds are added to bonus funds which have no wager therefore impossible to withdraw

I hope this clarifies abit for you

Have you tried contacting the casino regarding this situation? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. 

Dear 2darryn2,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.